Teleperformance

RTA Executive ( Rotational Shift & ...

Teleperformance
Bangalore
Not disclosed
1 - 3 Years
Posted:
30+ days ago
Full time
Applicants:
0
Job Description

The Workforce Management Real-Time Analyst (WFM RTA) is responsible for monitoring and managing real-time adherence to schedules, ensuring optimal service levels, and addressing any immediate issues that arise in the contact centre. The RTA plays a crucial role in maintaining the efficiency and effectiveness of the workforce.

Key Responsibilities:


  1. Real-Time Monitoring:

  • Continuously monitor call queues, agent statuses, and service levels.
  • Identify and address any deviations from the schedule promptly.
  • Shrinkage, Attrition and AHT Calulation
  1. Adherence Management:

  • Ensure agents adhere to their schedules, including breaks and shift start/end times.
  • Communicate with agents and supervisors to resolve adherence issues.
  1. Incident Management:

  • Respond to real-time incidents such as system outages, high call volumes, and agent absences.
  • Implement contingency plans to mitigate the impact on service levels.
  1. Data Analysis and Reporting:

  • Analyze real-time data to identify trends and areas for improvement.
  • Generate and distribute reports on adherence, service levels, and other key metrics.
  1. Communication:

  • Maintain clear and effective communication with agents, supervisors, and management.
  • Provide real-time updates and guidance to ensure smooth operations.

Qualifications:


  • Bachelors degree in Business, Management, or a related field.
  • Experience in a contact center environment, preferably in a workforce management role.
  • Proficiency with workforce management software (e.g., Verint, NICE, Aspect).
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced, high-pressure environment.

Working Conditions:


  • This role may require working in shifts, including nights and weekends, to ensure 24/7 coverage.

Role: Operations - Other

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate


About company

Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the worlds best brands streamline their business in meaningful and sustainable ways.

Job Requirment
Role:
RTA Executive
Industry:
BPO / Call Centre
Department:
Customer Success, Service & Operations
Employment Type:
Full time
Education
Graduate
Skills
Real Time Operating Systems
Operations
Technology Operations
Back office Operations
Workforce Management
workflow
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