Associate, Real Time Management

Job Title:

Job Description

• →RTA will act as a liaison between the Centralized and Site WFM teams.
• →Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
• →Resolve escalated issues and requests from site management
• →Root cause analysis of SLA deviations, action plan development and resolution
• →Monitor real-time queue, schedule adherence & attendance.
• →Key daily exception requests and update schedules
• →Cross-train with Scheduling Analyst
• →Optimize breaks the day of or day before the actual schedule
• →Schedule ADHOC intra-day training requests and update schedules
• →Produce and analyze daily efficiency reports (representative availability, access level etc.)
• →Attend centralized and/or site management meeting, as required
• →Cater to real time adhoc requests as and when required

• Required good communication skill.
• Required good knowledge of MS Excel & Power point.
• Proficiency with computers
• Willing to work 24*7
• Ability to handle pressure situations
• Drive for self-learning and knowledge enhancement

Location:

Language Requirements:

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