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