Wfm Rta Analyst

Roles and Responsibilities RTA

• Monitor and manage service level agreements as per SOW of the process.
• Conduct RCA (root cause analysis) for SLA deviations (Intraday and EOD) and share the insights with (Ops/WFM) leadership for review in timely manner.
• Monitor Agent & Site level activities (real-time), schedules, Schedule adherence & shrinkage (in-Office and out of office).
• Effectively manage and Optimize Non-Productive activities, associates break to ensure no impact on SLA.
• Keep a track of exception Inputs shared by Operations to ensure they are accurately captured in reports and are kept handy for RCA (root cause analysis).
• Effectively manage process and associate related outages/downtime and report them to leadership via outage tracker.
• Work with operations to create & drive the action plan to ensure the same instances (SLA impacting) are not repeated.
• Create and share reports as per business requirements (hourly performance reports, EOD reports, attendance report, attrition report etc.) with “ZERO” errors.
• Support ADHOC reports per business requirements.
• Challenge the status quo and think out of the box to innovate & drive process improvement ideas/projects.
• Callout/Highlight any anomalies to above and share it Ops/WFM leadership.
• Effectively manage the stake holders.
• Maintain Integrity and discipline, stay compliant to perform the role as per CTS policies

MIS Roles and Responsibilities

• Reporting and Data Management

• Generate and distribute reports accurately (with "ZERO" errors) to meet business requirements.

• Develop Looker Studio Dashboards for data visualization and insight generation.

• Maintain historical data to ensure its availability for scheduled business reviews.

• Support ad-hoc reporting needs based on business demands.

• Standardize reporting templates and mechanisms across all Lines of Business (LOBs).

• Track and ensure accurate capture of exception inputs shared by Operations for future Root Cause Analysis (RCA).

• Analysis and Process Improvement

• Conduct in-depth data analysis for RCA of SLA deviations (weekly, monthly, and YTD) and share timely insights with Operations/WFM leadership.

• Report the financial ("Dollar") impact of all outages and SLA misses to Operations/WFM leadership.

• Develop easy-to-use, time-saving, and automated reporting templates to support the RTA team.

• Challenge the status quo and propose innovative ideas and projects to drive process improvements.

• Accountability and Compliance

• "Be the Owner": Take end-to-end ownership of identified issues/problems until closure.

• "Timely action": Demonstrate a Bias for action, ensuring prompt closure of all activities and issues via effective internal/external stakeholder communication, preventing delays.

• Call out/Highlight any anomalies to the above and escalate them to Operations/WFM leadership.

• Effectively manage stakeholders.

• Maintain integrity and discipline, adhering to company policies to remain compliant in the role.