Team Leader- WFM RTA//International BPO

22 hours ago

Gurgaon, Haryana, India Hiresquad Full time ₹ 43,20,000 - ₹ 80,00,000 per year

MNC in Gurgaon

Hiring for Team Leader WFM RTA

IC Role

CTC UPTO 8 LPA based on Experience & Last CTC

Require 3+ Years Experience in WFM RTA

Require Excellent Communication Skills

Shifts 24*7


• Intraday real time monitoring of service levels for all queues at all sites 24/7/365


• Real time monitoring of associates performance from all teams at all sites


• Real Time updates on Service Levels, Contact data, and other KPIs


• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals


• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team


• Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)


• Support changes within routing profiles to move associates as needed


• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs.


• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met


• Review and process VTO/PTO/OT/Non-Prod time requests in real-time

Key Skills and knowledge :


• Proficiency in written and verbal communication English (minimum B2 level)


• Experience in Workforce Scheduling tools. (Admin, setup, use, updates, edits, reporting from RTA perspective) would be added advantage.


• Avaya ACD and other ACD platforms to support a multi-channel Environment (Voice/Chat/Email/SMS)


• 3+ years Workforce Experience (RTA or greater).


• Basic knowledge of the call centre industry.


• Basic understanding of the financial impact of all decisions made within the Command

Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).


• Knowledge of ACD and Call Center Workforce applications - preferred.


• Strong oral and written communication skills.

Qualification : Graduate / Diploma/10+2

Interested candidates can mail their cv

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