Sr. Associate RTA

Job Title Sr. Associate RTA

Location Pune

Experience 2 to 4 Years (Any Graduate can apply.)

Skills Minimum of 1.8+ Years of experience as a MIS / WFM executive who will acts as a liaison between WFM function and Operations across accounts.

Job Description

• The Client is a key player in the telecommunications and media landscape, known for its comprehensive range of services, commitment to innovation, and dedication to corporate social responsibility in North America. We are looking for dynamic WFM Associates that fit the below competencies and are expected :
• To have solid understanding of WFM fundamentals including capacity planning, Forecasting, scheduling and Timely reporting.
• Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a fast paced organizational environment
• MIS reporting using MS Excel at Operational and minimum Generate timely & accurate reports and preparing dashboards.
• Creating and managing Daily, weekly & monthly reports using MS-Excel and MS-Access in depth analysis.
• Maintaining Attendance and calculating attendance percentage.
• Should have good knowledge on SLA , occupancy, productivity, attrition and shrinkage formulas
• Consolidating Head count data for all processes and preparing attrition reports.
• Tracking associate wise AHT on daily basis.
• Preparing the reports for calls offered, calls answered and abandoned.
• Maintaining agent wise timesheet (login-Logout) and calculating total break hours and staffed time.
• Preparing consolidated monthly performance reports for all the agents.
• Tracking agent wise tickets created, resolved and closed.
• Ad-Hoc reports will share with in time lines depending on Client or Ops manager requirement.
• Coordinating with Ops team and resolving quires with respect to data if any.
• Preparing PPT for client reviews on weekly basis.
• Should be flexible with Shifts
• Should be okay working from Office or Home
• Experience working in IEX tool is an added advantage

Skills Required

Ms Excel, Sla, Wfm