Wfm Rta Analyst

Role Title

Pointers

RTA

• 2+ years of RTA Experience with hands-on experience of IEX and CXOne.
  • Oversee all real-time WFM activities to ensure operational and client goals are met
  • Implement analysis and reporting via WFM tools available
  • Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
  • Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
  • Reporting of information such as call volumes, SL and abandon rates as and when required by the business.
  • Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
  • Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
  • Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
  • Clear communication skills to manage client and stakeholder conversations.
  • Team player as well as a skilled individual contributor.
  • Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.