WFM RTA
- Taskus
- 2 - 7 years
- Mumbai
- 2 months ago
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Job Description
The main roles and responsibilities of a Real-Time Analyst (RTA) in Workforce Management (WFM) are to monitor, analyze, and adjust operations in real-time to ensure service level agreements (SLAs) are met. This includes monitoring call/queue volumes and agent availability, managing staffing adjustments, tracking agent adherence to schedules, and providing real-time reports to operations teams. The RTA acts as the first line of defense for operational efficiency, supporting agents and optimizing performance in the moment.
Key responsibilities
- Real-time monitoring:Continuously track call/chat volumes, agent status (available, on-call, on break), and queue lengths to identify potential issues.
- Staffing adjustments:Proactively adjust agent schedules, such as moving agents between queues or adding/removing them from specific tasks, to handle real-time fluctuations in demand.
- Adherence management:Monitor and ensure agents are following their scheduled activities (e.g., breaks, training, calls) and identify deviations that may require intervention.
- Intraday forecasting and reporting:Generate and provide real-time reports on key metrics like service levels, call volume, and adherence to operational leaders.
- Support and collaboration:Work directly with supervisors and agents, communicating via tools like Teams, to provide support, escalate issues, and help resolve problems that arise in real-time.
- Break and absence management:Ensure agents take their scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
- Issue resolution:Act as the first point of contact for immediate issues, such as a sudden spike in call volume or an unexpected agent absence, and take corrective action.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: TaskusLocation(s): Mumbai+ View Contact
Keyskills: career development rta digital services wfm customer experience project management program management business analysis business development presales total rewards food preparation employee engagement compensation rfp performance management
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