Team Leader- WFM RTA / / International BPO

MNC in Gurgaon

Hiring for Team Leader WFM RTA

IC Role

CTC UPTO 8 LPA based on Experience & Last CTC

Require 3+ Years Experience in WFM RTA

Require Excellent Communication Skills

Shifts 24

Intraday real time monitoring of service levels for all queues at all sites 24 / 7 / 365

Real time monitoring of associates performance from all teams at all sites

Real Time updates on Service Levels, Contact data, and other KPIs

Drive real-time impacts to staffing for both internal and outsourced teams vs.

requirements metric goals

Communicate and call out changes to incoming contact patterns to operations and the

broader WFM team

Have a real time communication with the WFM team and operations when call outs or

changes need to be done (Agent States, queue conditions, weather)

Support changes within routing profiles to move associates as needed

Update and send reports related to the performance of each site including but not

limited to shrinkage, occupancy, other KPIs.

Build and maintain strong relationships with key stakeholders from all sites to ensure

shared objectives are met

Review and process VTO / PTO / OT / Non-Prod time requests in real-time

Key Skills and knowledge :

Proficiency in written and verbal communication – English (minimum B2 level)

Experience in Workforce Scheduling tools. (Admin, setup, use, updates, edits, reporting

from RTA perspective) would be added advantage.

Avaya ACD and other ACD platforms to support a multi-channel Environment –

(Voice / Chat / Email / SMS)

3+ years’ Workforce Experience (RTA or greater).

Basic knowledge of the call centre industry.

Basic understanding of the financial impact of all decisions made within the Command

Center (i.e.; system downtime; overtime; home early; utilization; percent answered;

etc.).

Knowledge of ACD and Call Center Workforce applications - preferred.

Strong oral and written communication skills.

Qualification : Graduate / Diploma / 10+2

Interested candidates can mail their cv at simmi@hiresquad.in