Associate, Real Time Management

Description

The RTA drives CRM contact performance and real time process maturity through implementation and maintenance of best practice WFM. They will do close monitoring and optimizing real-time performance, proactively addressing issues, and ensuring service level agreements are met by managing staffing, workloads, and agent activities

Key Responsibilities:

· RTA will act as a liaison between the Centralized and Site WFM teams.

· Preparation of daily / Weekly / Monthly MIS reports & presentations / decks

· Preparing of schedules using Erlang for different queues across multiple locations

· Resolve escalated issues and requests from site management

· Root cause analysis of SLA deviations, action plan development and resolution

· Monitor real-time queue, schedule adherence & attendance.

· Key daily exception requests and update schedules

· Optimize breaks the day of or day before the actual sched...