RTA - Real Time Analyst (Workforce Management)
Job Description
Key Skills
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Main Responsibilities:
Manage the call volume, real time monitoring of intraday, and program break schedules.
Assist operations to maintain service level and create valuable report to do forecasting
Generate ideas for process and service improvement planning.
Use trends and reports to forecast requirements on a timely manner
Responsible to call out members not adhering to time schedule
Send out alert to operations regarding adherence performance and productivity on a
daily, weekly and monthly basis
Monitor, report and consolidate for documentation of any system downtime
Effectively communicate to internal and external stakeholders any new and pending
requirements to elevate service delivery
Initiate to offer overtime to meet billable hours requirements and effectively encourage to
take advantage of it
Skills and Qualifications:
Demonstrate sound work ethic.
Must have advanced level Microsoft Excel skills – Including advanced formulas, also
Word and Email
VBA macros an asset (preferably but not required)
Experience with IEX, CMS, Avaya, NiCe
Ability to create reports in Excel and forecast results.
Attention to detail and high level of accuracy.
Ability to multi-task, focus and complete reports for extended periods of time.
Previous call center experience required.
Previous Work Force Management experience is considered an asset.
Personal Attributes:
Ability to take initiative.
Flexible team player with a positive attitude
Must have good time management with the ability to work with minimal supervision and
under tight timelines.
Capable of managing multiple, simultaneous projects
Must be friendly and professional with a positive attitude.
Organized with the ability to adapt quickly and effectively to change.
Excellent attendance record
Able to communicate professionally - oral and written.
Problem solving skills.
Role
WFM
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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