Job Purpose Title: WFM – RTM Executive Reports to: Team Leader/Manager
Based at: Call Centre Background
Position Summary As an RTM (Real-Time Management) Executive in the Workforce Management Department, your primary responsibility will be to optimize the efficiency and productivity of the organization's workforce by closely monitoring real-time operational performance metrics and making necessary adjustments to ensure optimal staffing levels. You will play a critical role in maintaining service level agreements (SLAs) and achieving key performance indicators (KPIs) in a energetic and fast-paced environment
- Real-Time Monitoring: Continuously monitor real-time performance metrics such as call volume, average handle time (AHT), service levels, occupancy, and other relevant metrics to identify potential gaps in service delivery.
- CMS/Dialer Monitoring
- Break Adherence
- Understanding Shrinkage, Late login types and formula’s
- Real Time Reports like RTM, SL (Service level), Late login and it’s impact on business.
- Prepare daily/weekly/monthly reports and dashboards
- Analyze the reports and inform stakeholders about corrective actions.
- Prepare schedules and forecasts
- Clarify key metrics like SL/Abandon/AHT/ASA/Occupancy/Utilization to Ops/Team members as and when required
- Prepare Headcount Report/Attrition Report/APR etc.
- Ample understanding on Hygiene and process leakage (Meeting and unproductive Aux.).
Desired Skills And Experience
- Minimum 1 year experience on Avaya/NGUCC/Nortel/ Any other Dialler & ACD reporting & Tool.
- Bachelor's Degree in Business Administration, Operations Management, or a related field.
- Previous experience in a call centre environment with exposure to real-time monitoring and workforce management is highly desirable.
- Strong analytical and problem-solving skills, with the ability to interpret real-time data and make data-driven decisions.
- Proficiency in using workforce management software and call centre reporting tools.
- Excellent communication and interpersonal skills to effectively liaise with call centre agents, team leaders, and management.
- Detail-oriented with a focus on accuracy in reporting and adherence tracking.
- Strong organizational skills and the ability to prioritize tasks effectively
- Proven problem-solving skills and the ability to handle escalations and critical situations with composure.
- Flexibility to work in rotational shifts, including weekends and holidays, as call centre operations may require
Professional Qualifications
- Relevant graduate or master's degree from a reputed institution