Job Description

Role & responsibilities

Analyses reports to compare actual delivery on shrinkage & schedule adherence versus targets.

Set-up various forums to monitor, analyze the root cause & continuous improvement for shrinkage & schedule adherence

Act as an escalation point of contact for all exceptions related to shrinkages & schedule adherence

Ensures that optimum service levels are achieved within the Contact Centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance

Analyses real-time call trends and make adjustments to staffing to ensure service levels as well as companys financial goals (efficiencies) are met

Monitors the AHT on the floor and communicates constantly with the

Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures

Recommends procedural and operational guideline changes to improve communications and operational efficiency

Produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business





Provide advice and guidance on all capacity and performance related issues.

Preferred candidate profile

Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting.

Positive communication skills (Role requires interaction with Sr. Leadership and customers)

Should have experience as a RTA for minimum 5yrs

Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports

Knowledge of VBA/SQL preferable

Should have exposure to Aspect/IEX/BP standard WFM tools

Should be sound in his knowledge of Avaya CMS

5 days working, Fixed Saturday & Sunday Off

Shift : Rotational shifts.

Perks and benefits Package: : CTC 15LPA - including 20% variables

Work Location: Hyderabad

Immediate joiners and serving notice up to 30days

Interview rounds
1. Initial HR round
2. Ops manager round

Interested Candidates can reach out On WhatsApp :(phone hidden),

You can drop your updated Resumes on
email id: [email protected]

Thanks & Regards
Uma. HR

📌 Hiring For || WFM - RTA Expert || Up To 15 lpa || (Hyderabad)
🏢 AXIS SERVICES
📍 Hyderabad