Etraveli Group is hiring For Real Time Analyst - WFM

Job description

Requirements:

• Candidate should hold max 1.5 yrs of experience in RTA (WFM)
• Good communication skills
• Ability to work in different shifts 24*7 (Includes night shift)
• Experience / Relieving letter of previous two companies mandatory for an experienced candidate.

Roles and responsibilities

• Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors
• Drive real time management performance for In-house contact centers and Vendors.
• Drive skilling and priority changes for In-house contact centers and Vendors
• Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes.
• Responsible for approving and plotting real- time schedule exceptions, and increasing accurate, timely, and relevant intraday reports.
• Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required.
• Ability to conduct root cause analysis and provide operational actions.
• Publish intraday reports and attendance at regular intervals.
• Recommend overtime requirements.
• Provide ad-hoc data and regular reporting.
• Work extensively on worksheets.

If interested Kindly, share your CV's on below details

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