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RTA Analyst

2.00 to 5.00 Years   Mumbai City   15 Dec, 2021
Samaira HR Solutions
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

Position Title: Analyst RTABusiness Unit / Division: Operations - IRLReports To (Title): RTA Team LeaderLocation: Mumbai (WFO/WFH- Hybrid)Shift: Rotational 12 pm to 1.30 am (9 and half hour shifts)Notice period: Max 45 DaysKeywords:

  • RTA,
  • Incident management,
  • Queue management,
  • SLA as SL, AHT and other parameters, etc.
  • Only the scheduler profile wont work.
Position SummaryResponsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer the forecasted volume of contacts at the desired service level. Will be responsible for various reporting done by the RT team. Shrinkage management and hours delivery against scheduled hours and disaster management. Education: Graduate / Undergraduate Experience:1 year as RTA in WFMRole And Responsibility:
  • Optimum utilization of Resources.
  • Improve Staffing Efficiency.
  • Drives efficiencies & Operations performance Metrics
  • Break Management & staffing accountability
  • Monitor deviation in forecasted service levels to actual real-time & recommend /take necessary steps to reduce the gap.

Keyskills :
queue managementcmdbservice deskslacall monitoringreal time monitoringincident managementqueuingservice improvementrtamanagementewfmescalation processreal time reportsproblem managementservice continuitymajor incident managementinteractiv

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