Job Description

Description


Key Responsibilities:

  • RTA will act as a liaison between the Centralized and Site WFM teams.
  • Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
  • 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
  • Cross-train with Scheduling Analyst
  • Optimize breaks the day of or day before the actual schedule
  • Schedule ADHOC intra-day training requests and update schedules
  • Produce and analyze daily efficiency reports (representative availability, access level etc.)
  • Attend centralized and/or site management meeting, as required
  • Cater to real time adhoc requests as and when required

Skills

  • Required g...

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