WFM RTA Specialists

Roles and Responsibilities

• Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations etc
• Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined
• Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)
• Will have to manage client & stakeholder requirements
• Knowledge of trends and total demand and providing relevant inputs to WFM leadership, Client, and Ops Leadership
• Assist in detailing and documenting performance impacts to WFM leadership
• Compares call forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them
• Provides performance analysis to ensure accurate, timely reporting to support business decisions
• Interaction with other departments to improve the performance indicators

Desired Candidate Profile

Skills Required

real time monitoring , Ms Excel, Service Level Management