Manage a team of Real-Time Analysts. Main responsibility of coaching, reporting, executing action plans, maintaining utilization and day to day operational management.
Trigger alignment of schedules across partner / in-house sites with staffing requirements and operational metrics as and when required on an intraday basis.
Communicate with WFM Scheduling Manager on any items that can be incorporated in the near-term action plan and schedule improvement.
Identify and analyse issues, complete post-mortem reports and provide feedback.
Communicate with internal & external stake holders to address variances.
Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams.
Design/Modify/Implement processes to increase RTA effectiveness.
Conduct daily and weekly meetings to share busine...
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