RTA Supervisor @ Lumina Datamatics

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RTA Supervisor

Lumina Datamatics
1 - 4 years
Mumbai
4 months ago
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Job Description

Position/Job Title: RTA Supervisor

Key Requirements:

Manage a team of RTA analysts to ensure real-time service delivery and business continuity, including outage / event management and BAU KPIs (SL, AHT, Abandon, ASA)
Oversee agent schedule adherence and queue / skilling management using WFM tools (IEX, CXOne, Verint, Genesys, Aspect
Requires 4+ yrs. WFM experience (incl. 3+ yrs. team management), advanced Excel, exposure to Python/R, strong communication and ability to work in 24 7 rotational shifts

Qualifications:

Graduate

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Non Voice
Role: Technical Support - Non Voice
Employement Type: Full time

Contact Details:

Company: Lumina Datamatics
Location(s): Mumbai

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Keyskills: Service delivery Supervisor Team management Event management Verint Advanced Excel Business continuity RTA Python WFM

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Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

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Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

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Lumina Datamatics

Lumina Datamatics Ltd. Lumia Datamatics is among the 5 largest service providers in the eContent and eCommerce space worldwide with operations spread over three geographies, viz. India, Europe and USA.

RTA Supervisor @ Lumina Datamatics

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RTA Supervisor

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