Job Description

Job Title:

Job Description

Key Responsibilities:

· RTA will act as a liaison between the Centralized and Site WFM teams.

· Preparation of daily / Weekly / Monthly MIS reports & presentations / decks

· Preparing of schedules using Erlang for different queues across multiple locations

· Resolve escalated issues and requests from site management

· Root cause analysis of SLA deviations, action plan development and resolution

· Monitor real-time queue, schedule adherence & attendance.

· Key daily exception requests and update schedules

· Optimize breaks the day of or day before the actual schedule

· Schedule ADHOC intra-day training requests and update schedules

· Produce and analyze daily efficiency reports (representative availability, access level etc.)

· Attend centralized and/or site management meeting, as required

· Cater to real time adhoc requests as and when required

Skills

· Required good communication skill.

· Required good knowledge of MS Excel & Power point.

· Proficiency with computers

· Willing to work 24*7

· Candidate with Scheduling skill will be added advantage.

· Ability to handle pressure situations

· Drive for self-learning and knowledge enhancement

Location:

Language Requirements:

Time Type:

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Job Requirements