The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.
As Senior Real Time Analyst (RTA), You Will…
Act as shift point of contact:
Overlook the team in the absence of the Manager/Supervisor
Conduct RTA huddles and pass updates to the team
Act as SME and train recent members in the team
Queue management:
Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
Situational management (vendor level)
BCP situations: Tools issues, WFM Systems issues, etc.
Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
Intraday Management
Facilitate daily syncs with clients/vendors to review performance
Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
Approve and push extra time/VTO/off phone requests by vendors
Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team
Reporting:
Track daily/weekly/monthly performance and provide context on the following metrics:
Service Level/ASA
Shrinkage/Absenteeism
EOD reports
Additional tasks:
Provide regular feedback to the planning and scheduling team
As Senior Real Time Analyst (RTA), You Have…
A University education with a technical background (mathematical or statistical course desirable) is preferred
3+ years previous call center experience required
Minimum 1 year WorkForce Management experience is required
Previous work experience working with Global vendors is considered an a
📌 Senior Real Time Analyst (Hyderabad)
🏢 In Touch
📍 Hyderabad
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