Position / Job Title : Real Time Analyst (RTA)
Skillset :
- 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 24×7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.
Experience in Years :
3-5 YearsQualifications :
Graduate (Preferred)Salary :
Market competitiveEmail resume to gilbert.intervalo@luminad.com