RTM Executive

Job Purpose

Title: WFM – RTM Executive

Reports to: Team Leader/Manager

Based at: Call Centre Background

Position Summary

As an RTM (Real-Time Management) Executive in the Workforce Management Department, your primary responsibility will be to optimize the efficiency and productivity of the organization's workforce by closely monitoring real-time operational performance metrics and making necessary adjustments to ensure optimal staffing levels. You will play a critical role in maintaining service level agreements (SLAs) and achieving key performance indicators (KPIs) in a dynamic and fast-paced environment

Job Description

• Real-Time Monitoring: Continuously monitor real-time performance metrics such as call volume, average handle time (AHT), service levels, occupancy, and other relevant metrics to identify potential gaps in service delivery.
• CMS/Dialer Monitoring
• Break Adherence
• Understanding Shrinkage, Late login types and formula's
• Real Time Reports like RTM, SL (Service level), Late login and it's impact on business.
• Prepare daily/weekly/monthly reports and dashboards
• Analyze the reports and inform stakeholders about corrective actions.
• Prepare schedules and forecasts
• Clarify key metrics like SL/Abandon/AHT/ASA/Occupancy/Utilization to Ops/Team members as and when required
• Prepare Headcount Report/Attrition Report/APR etc.
• Ample understanding on Hygiene and process leakage (Meeting and unproductive Aux.).
  

Desired Skills And Experience

• Minimum 1 year experience on Avaya/NGUCC/Nortel/ Any other Dialler & ACD reporting & Tool.
• Bachelor's Degree in Business Administration, Operations Management, or a related field.
• Previous experience in a call centre environment with exposure to real-time monitoring and workforce management is highly desirable.
• Strong analytical and problem-solving skills, with the ability to interpret real-time data and make data-driven decisions.
• Proficiency in using workforce management software and call centre reporting tools.
• Excellent communication and interpersonal skills to effectively liaise with call centre agents, team leaders, and management.
• Detail-oriented with a focus on accuracy in reporting and adherence tracking.
• Strong organizational skills and the ability to prioritize tasks effectively
• Proven problem-solving skills and the ability to handle escalations and critical situations with composure.
• Flexibility to work in rotational shifts, including weekends and holidays, as call centre operations may require
  

Professional Qualifications

• Relevant graduate or master's degree from a reputed institution

Skills Required
Nortel