RTA
- Lumina Datamatics
- 2 - 9 years
- Mumbai
- 16 days ago
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Job Description
We are currently hiring for RTA-WFM position based in Mumbai. Please find below brief Job Description, I would request you to go through the same and help me with your acknowledgement to apply for this role. As discussed, kindly complete the online tests (CEFR and WFM Domain).
About Lumina Datamatics :
Lumina Datamatics is one of the top five Content Service Providers in India. It provides end-to-end content, data, and technology solutions for global publishers and retailers. The companys prestigious clientele includes 7 of worlds top 10 publishers and 3 of worlds top 5 retailers.
- Founded in 1975, Lumina Datamatics is part of the $160 million Datamatics Group. The group has more than 450 customers, which include several Fortune 500 companies spread across 70+ countries.
For more details, please visit www.luminadatamatics.com
Job Description:
Role Title
Pointers
RTA
2+ years of RTA Experience with hands-on experience of IEX and CXOne.
Oversee all real-time WFM activities to ensure operational and client goals are met
Implement analysis and reporting via WFM tools available
Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
Reporting of information such as call volumes, SL and abandon rates as and when required by the business.
Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
Clear communication skills to manage client and stakeholder conversations.
Team player as well as a skilled individual contributor.
Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.
Warm Regards
HR Darshana More
E : Da**********e@lu****d.com
M : +91 9619645***
www.luminadatamatics.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: Lumina DatamaticsLocation(s): Mumbai
Keyskills: Real Time Analysis RTA WFM Avaya CMS Nice Verint Genesys IEX
Lumina Datamatics
\n\nProvana provides leading-edge technology that gives leaders control over process-intensive operations. We serve law firms, insurance companies, accounts receivable agencies and networked enterprises in the US market, where the Consumer Finance Protection Bureau (CFPB) and other regulatory author...
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