Workforce Management | WFM | RTA | Chennai

We are hiring for TOP MNC for Workforce Management- RTA & RTM

Please Note- Must have strong experience in Real Time Analysis, RTM, AHT, SLA, KPI, RTA Calculation.

Location - Chennai.

Experience - 5+ Years

Salary- 7.5LPA

Notice Period - Immediate - 15 Days max.

Shift - Night Shift

Please Note- Need to be flexible work from office all 5 Days.

Qualification- Graduate and postgraduate.

Skills Required

Roles and Responsibilities RTA

• Monitor and manage service level agreements as per SOW of the process.
• Conduct RCA (root cause analysis) for SLA deviations (Intraday and EOD) and share the insights with (Ops/WFM) leadership for review in timely manner.
• Monitor Agent & Site level activities (real-time), schedules, Schedule adherence & shrinkage (in-Office and out of office).
• Effectively manage and Optimize Non-Productive activities, associates break to ensure no impact on SLA.
• Keep a track of exception Inputs shared by Operations to ensure they are accurately captured in reports and are kept handy for RCA (root cause analysis).
• Effectively manage process, associate related outages/downtime, and report them to leadership via outage tracker.
• Work with operations to create & drive the action plan to ensure the same instances (SLA impacting) are not repeated.
• Create and share reports as per business requirements (hourly performance reports, EOD reports, attendance report, attrition report etc.) with ZERO errors.
• Support ADHOC reports per business requirements.
• Challenge the status quo and think out of the box to innovate & drive process improvement ideas/projects.
• Callout/Highlight any anomalies to above and share it Ops/WFM leadership.
• Effectively manage the stake holders.

Interested applicant can share resume and can contact to below mentioned contact info.:

Share CV on: [email removed]

Call to: Asha - [phone removed]