wfm rta

Company Description

TP is a global digital business services leader, offering advanced and digitally-powered solutions to help top brands improve their operations in meaningful and sustainable ways. With a combination of global scale and local presence, TP makes a positive impact on communities, clients, and the environment. Known for its commitment to innovation and excellence, TP empowers businesses to thrive in a rapidly evolving digital world.

Role Description

We are seeking a Workforce Management Real-Time Analyst (WFM RTA) for a full-time on-site role located in Mohali. The WFM RTA will be responsible for monitoring real-time adherence and tracking agent performance. Daily tasks include managing workflow, tracking key metrics, redistributing resources as needed, and making adjustments to optimize efficiency. The analyst will act as a key support to ensure smooth operations in a fast-paced and dynamic environment.

Qualifications

• Proficiency in real-time monitoring, adherence tracking, and workforce management tools
• Strong analytical and problem-solving skills for assessing workflows and adjusting resources effectively
• Excellent communication, collaboration, and team coordination abilities
• Attention to detail and proficiency in data analysis and reporting tools
• Ability to work effectively in a dynamic, fast-paced, and on-site environment
• Bachelor's degree in a relevant field or equivalent work experience
• Familiarity with call center metrics and processes is a plus
• Should have knowledge of tools like Teleopti or IEX