to join our Workforce Management (WFM) team. The RTA will be responsible for monitoring intraday call center performance, ensuring staffing levels meet service goals, and making real-time adjustments to optimize agent efficiency and customer experience.
Key Responsibilities:
Monitor real-time queues, agent statuses, and performance metrics across multiple channels (phone, chat, email).
Ensure service level agreements (SLAs), average speed of answer (ASA), and other KPIs are met by adjusting schedules and resources in real-time.
Communicate with operations and team leaders regarding intraday performance, outages, attendance issues, and workload balancing.
Update schedules in WFM software to reflect call-outs, late logins, early logouts, and other exceptions.
Recommend actions to correct workforce imbalances or improve adherence.
Generate intraday and end-of-day performance reports for management.
Collaborate with forecasting and scheduling analysts to ensure accurate future planning.
Participate in daily and weekly performance meetings to report on real-time trends and escalations.
Advanced excel mandatory.
Requirements
:
Experience- 1.5 yrs exp on paper
shift timing - Rotational ( 09Am to 09PM ) working window
Working days- 6 days (1 Day rotational off)
Benefit: Provident Fund ,
Job Type: Permanent
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
Provident Fund
Work Location: In person
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