Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer forecasted volume of contacts at the desired service level. Will be responsible for various reporting done by the RT team. Shrinkage management and hours delivery against scheduled hours and disaster management
Education
Graduate / Under Graduate .
Experience
- 1 - 2 year as RTA in WFM
Technical Skills
- Communication skills
- Analytical mindset with the ability to pay attention to details
- MS Office
Essential Requirements
Experience : Experience in CC workplace / data will be an advantage.
Technical : MS Office / Erlang C
Competency/Behaviors
Team Work
Analytical thinking
Achievement Orientation
Planning
Proactive
Flexibility, Adaptability
Customer Intimacy
Impact and Influence
Vigilance
Behavioral Skills
Analytical thinking
Recognizing likely causes and likely consequences
Using appropriate analytical tool/s and makes a rational, rather than emotional decision
Achievement Orientation
Working to meet goals set by superior or by self
Making cost - benefit analysis
Planning
Prioritizing & Anticipating issues
Uses Facts and figures
Proactive
Bias for action
Decisiveness
Flexibility, Adaptability
Adaptability
Ability to amend
Customer Intimacy
Service orientation
Focus on customer needs
Client partnership
Vigilance
Understanding patterns
Understanding consequence of external stimulants
Action orientation
Role Responsibility
- Optimum utilization of Resources.
- Improve Staffing Efficiency.
- Drives efficiencies & Operations performance Metrics
- Break Management & staffing accountability
- Monitor deviation in forecasted service levels to actual real time & recommend /take necessary steps to reduce the gap.
- Effective delivery of planned shrinkages.
- Providing unplanned shrinkages on a real time basis depending on the availability, without a loss to agreed
Service Levels at the close of day or as defined
- Reporting of necessary data & observations on a real time basis.
- Scheduled vs delivered hours.
Performance Objectives
Productivity: Service Levels Consistency all inbound skill
FOR MORE DETAILS SEND YOUR UPDATED CV on the email mentioned and WHATSAPP on (phone hidden)(Sharon Daniel)
Looking for Immediate Joiners ONLY or min 30 days notice
📌 Real Time Analyst (Mumbai)
🏢 Tech Mahindra
📍 Mumbai
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