Key Responsibilities:
- Manage real-time intraday contact center operations and workforce performance.
- Monitor queues, SLAs, service levels, and operational KPIs.
- Track and manage schedule adherence, occupancy, and staffing levels.
- Handle exceptions, operational escalations, and real-time performance issues.
- Monitor and optimize call routing and skills-based routing.
- Support workforce scheduling and capacity planning activities.
- Analyze contact center KPIs and identify performance gaps.
- Coordinate with operations and relevant stakeholders for timely issue resolution.
Required Skills & Tools:
- NICE IEX
- Verint
- Genesys Cloud
- Avaya CMS
- Cisco CUIC
- Microsoft Excel
- Power BI – Basic
- SQL – Basic
- Solid analytical, communication, problem-solving, and decision-making skills.
📌 WFM RTA Analyst (Mumbai)
🏢 TP
📍 Mumbai
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