WERE HIRING | RTQM REAL-TIME QUEUE MONITORING (BANK PAYROLL)

Join a energetic contact centre team and become part of a workforce management operation!

We are looking for experienced RTQM professionals with strong expertise in real-time queue monitoring, call management, and service-level performance.

Job Details
Position: RTQM Real-Time Queue Monitoring
Payroll: Bank Payroll
Location: Karapakkam, Chennai
Salary: Up to 7 LPA
Qualification: Graduation is mandatory
Experience: Relevant experience in RTQM / RTA / WFM is mandatory.

Key Responsibilities
Monitor inbound and outbound call queues to ensure smooth operations and required service levels.
Track call volumes, Average Handling Time (AHT), Average Speed of Answer (ASA), abandonment rates, and queue performance.
Monitor agent availability, schedule adherence, break timings, AUX status, and After Call Work (ACW).
Manage intraday staffing requirements and analyse forecasted versus actual call volumes.
Ensure service-level agreements (SLAs) are achieved.
Prepare hourly, daily, and interval-based performance reports.
Coordinate with Operations, Workforce Management (WFM), and MIS teams.
Identify service-level gaps, escalate operational issues,



and recommend process improvements.

Required Skills & Competencies
Mandatory hands-on experience in RTQM, RTA, or Contact Centre WFM.
Strong understanding of SLA, AHT, ASA, Occupancy, Shrinkage, and Agent Adherence.
Advanced MS Excel and reporting skills.
Familiarity with workforce management tools such as Genesys, Avaya, NICE, Verint, or IEX will be preferred.
Excellent analytical, communication, and problem-solving abilities.
Ability to work effectively in a fast-paced contact centre setting.

Eligibility Criteria
Graduate qualification is mandatory.
Relevant experience in real-time queue monitoring or workforce management is essential.
Solid understanding of contact centre metrics and real-time operational monitoring.

Location: Karapakkam, Chennai
Salary: Up to 7 LPA

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HR Contact Sandhiya
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