Rtm Executive

Job Description RTM (Real-Time Management) | BPO

Job Title: RTM Executive / Real-Time Analyst Industry: BPO / Call Centre

Department: Operations / Workforce Management

Roles & Responsibilities:

* Monitor real-time call centre performance, including service levels, AHT, occupancy, and adherence.

* Track agent availability, login/logout, breaks, and AUX status.

* Monitor inbound and outbound call volumes and ensure adequate staffing.

* Manage real-time shrinkage, absenteeism, and schedule adherence.

* Coordinate with Operations Team Leaders to manage staffing gaps and improve service levels.

* Prepare hourly, daily, and interval-wise performance reports.

* Identify deviations from targets and take corrective actions to maintain operational efficiency.

* Monitor queue performance and escalate issues related to call spikes or system outages.

* Ensure adherence to SLAs and operational KPIs.

* Support workforce management (WFM) with intraday planning and staffing adjustments.

Required Skills:

* Good knowledge of Excel and MIS reporting.

* Understanding of BPO metrics such as AHT, SLA, occupancy, shrinkage, adherence, and service level.

* Strong analytical and problem-solving skills.

* Good communication and coordination skills.

* Ability to work under pressure in a real-time operations environment.

Eligibility:

* Previous experience in RTM / RTA / WFM in a BPO or call centre is preferred.

* Relevant experience with real-time monitoring tools and workforce management systems is an advantage.

Share Your Cv at [phone removed] HR Dheeraj

Salary Budget 30k CTC TO 35K CTC