We are currently hiring for RTA-WFM position based in Mumbai. Please find below brief , I would request you to go through the same and help me with your acknowledgement to apply for this role.

About Lumina Datamatics :

Lumina Datamatics is one of the top five Content Service Providers in India. It provides end-to-end content, data, and technology solutions for global publishers and retailers. The companys prestigious clientele includes 7 of world’s top 10 publishers and 3 of world’s top 5 retailers.

- Founded in 1975, Lumina Datamatics is part of the $160 million Datamatics Group. The group has more than 450 customers, which include several Fortune 500 companies spread across 70+ countries.

For more details, please visit www.luminadatamatics.com

Role Title

Pointers

RTA

- 2+ years of RTA Experience with hands-on experience of IEX and CXOne.
- Oversee all real-time WFM activities to ensure operational and client goals are met
- Implement analysis and reporting via WFM tools available




- Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
- Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
- Reporting of information such as call volumes, SL and abandon rates as and when required by the business.
- Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
- Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
- Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
- Clear communication skills to manage client and stakeholder conversations.
- Team player as well as a skilled individual contributor.
- Ability to work on versatile schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.

📌 Real Time Analyst (Mumbai)
🏢 Lumina Datamatics
📍 Mumbai