RTA Specialist

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

• Someone with a minimum of 15 months experience in WFM RTA domain.  Flexible and willing to work 24*7 environment.
• Very good proficiency in MS excel. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage.
• Knowledge of Work force management software. Experience on Verint (WFM tool) or any other tool is a plus.
• Strong analytical and communication skills.
• Should know how to analyse performance data in real time.