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 (India)
🏢 TP
📍 India
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