Rta

• 2+ years of RTA Experience with hands-on experience of IEX and CXOne.
• Oversee all real-time WFM activities to ensure operational and client goals are met
• Implement analysis and reporting via WFM tools available
• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
• Reporting of information such as call volumes, SL and abandon rates as and when required by the business.
• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual contributor.
• Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.