Role – Workforce Management, Real Time Analyst (RTA) domain

Responsibilities

• Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations etc.
• Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined.
• Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)
• Will have to manage client & stakeholder requirements.
• Knowledge of trends and total demand and providing relevant inputs to WFM leadership, Client, and Ops Leadership
• Assist in detailing and documenting performance impacts to WFM leadership.
• Compares call forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them. ...