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RTA

1.00 to 4.00 Years   Hyderabad   14 Mar, 2022
Wipro Limited
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    BASIC QUALIFICATIONS 1+ years of experience in a contact center environment. 1+ years previous experience in a Workforce Management role as a RTA or Analyst. Proven experience with WFM platforms, ie: IEX, Verint, Cisco Proven strong interpersonal and communication skills with the ability to communicate Roles & Responsibilities: Responsibilities: Daily real-time monitoring of service levels for all queues at all sites. Oversee agent performance from all teams at all sites. Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals. Communicate changes to incoming contact patterns to operations team. Real-time communication operations when changes need to be made. Update and send reports related to the performance of each site, including but not limited to shrinkage, occupancy, and NPT usage. Build and maintain strong relationships with key stakeholders from all sites to ensure objectives are met. Review VTO/NPT/OT requests. Qualifications: PREFERRED QUALIFICATIONS Advanced Microsoft Excel skills. Ability to prioritize and meet tight deadlines. Analytical with attention to detail. Ability to maintain composure in critical situations and communicate clearly with stakeholders. Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions. Proven ability to build relationships quickly.,

Keyskills :
contact centerservice levelsmicrosoft excelcommunication skillsworkforce managementwfmrtaiexexcelbasicshrinkagerealtime monitoring

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