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...