Wfm Rta Analyst(mumbai)malad Immediate Joiner @ TP

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Wfm Rta Analyst(mumbai)malad Immediate Joiner

TP
2 - 5 years
Mumbai
13 hours ago
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Job Description

WFM RTA

Mumbai Malad

Key Responsibilities:

Summary: A Real-Time Analyst is responsible for live monitoring of queues and agent activity, ensuring adherence and service levels while managing real-time exceptions and reporting.

Roles & Responsibilities

Monitor queues, service levels, and agent adherence in real time.

Identify and address issues that impact service levels, such as late logins, unplanned absences, and system outages, taking appropriate action to mitigate the impact

Support intraday planning and workforce delivery governance.

Managing BCP situations like Downtime, System issues, etc

Volume allocation & Calling out Routing issues (Load balancing Vendor /client side)

Send real-time staffing alerts, outlooks and updates.

Escalates relevant information on account performance to Management and ensures proper document on major incidents.

Generate real-time reports: SLA, shrinkage, adherence, RCA.

Send Staffing Outlook for present day +1 day at the start of shift to share projected plan

Ensure that schedule exceptions are timely updated to reflect accurate adherence in applicable WFM tool (Like Verint, Aspect, IEX , Teleopti , Genesys cloud)

Skills Required

2+ years in contact centers, preferably 1+ Year in RTA.

Knowledge of WFM systems and ACDs.

Strong Excel, reporting, and communication skills.

Ability to react quickly and maintain performance under pressure.

Awareness of service-level metrics and performance triggers

Job Classification

Industry: BPM / BPO
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations Support
Role: Operations Support - Other
Employement Type: Full time

Contact Details:

Company: TP
Location(s): Mumbai

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Keyskills: Workforce Management KPI Real Time Analysis SLA Management Aht Utilization Shrinkage Attrition RTA

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₹ 4.5-6 Lacs P.A

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Your name (*)

Email (*)

Mobile (*)

Preferred City (* max. 2 w/comma)

Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

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

Write briefly about yourself, your experience and education (*)

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

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

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TP

Founded in 1988, ETP is an Omni-channel Retail Solutions company headquartered in Singapore, serving market leaders in more than 22 countries across Asia Pacific, India and the Middle East. ETP€™s omni-channel solutions include omni-channel POS, Mobility, CRM, Marketing and Promotion Campaigns, ...

Wfm Rta Analyst(mumbai)malad Immediate Joiner @ TP

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