RTA Analyst

2 days ago

Gurgaon, Haryana, India Manthan Manpower Solutions Full time ₹ 4,00,000 - ₹ 6,00,000 per year

Hello,

Hiring for WFM RTA Role Gurgaon.

Note : No work from Home

No Hybrid

Immediate Joiners

IC Role.

Mandatory exp in WFM RTA

MIS Candidates not eligible.

Designation:

Analyst RTA

Job Description:

Role and Key Responsibilities:

  • 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)

  • 1+ 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 Centre Workforce applications - preferred.
  • Strong oral and written communication skills.
  • Proficient in Microsoft Office.
  • Ability to multitask, prioritise, and meet timelines of deliverables.
  • Self-starter, sense of urgency, and works well under pressure.
  • High attention to detail, sense of professionalism and ability to develop relationships

Interested candidates, please share your CV on WhatsApp on NO CALLS PLEASE)

Share CV along with details below.

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