RTA Supervisor @ Lumina Datamatics

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RTA Supervisor

Lumina Datamatics
1 - 4 years
Mumbai
6 months ago
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Job Description

Position/Job Title: RTA Supervisor

Key Requirements:

Manage a team of RTA analysts to ensure real-time service delivery and business continuity, including outage / event management and BAU KPIs (SL, AHT, Abandon, ASA)
Oversee agent schedule adherence and queue / skilling management using WFM tools (IEX, CXOne, Verint, Genesys, Aspect
Requires 4+ yrs. WFM experience (incl. 3+ yrs. team management), advanced Excel, exposure to Python/R, strong communication and ability to work in 24 7 rotational shifts

Qualifications:

Graduate

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Non Voice
Role: Technical Support - Non Voice
Employement Type: Full time

Contact Details:

Company: Lumina Datamatics
Location(s): Mumbai

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Keyskills: Service delivery Supervisor Team management Event management Verint Advanced Excel Business continuity RTA Python WFM

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Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

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Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

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Lumina Datamatics

Lumina Datamatics is a trusted partner in providing Content Services, Retail Support Services, and Technology Solutions to several global companies in the Publishing and Retail industries worldwide. We are amongst the largest service providers in this space and our customers include 8 of the 10 larg...

RTA Supervisor @ Lumina Datamatics

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RTA Supervisor

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