RTA - Bengaluru, Karnataka, India

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Job location : Bangalore

Position : Real Time Analyst-WFM

Division : BPO

Experience :2 years of relevant experience in WFM in BPO.

Mandatory experience in Calabrio WFM tool.

Role & Responsibilities:

· Real time monitoring and Intraday performance management

· Exception Management

· Real time reports- Hourly/ Daily/ Weekly

· Preparing Dashboards

· Analysis and Process development

· Incident tracking, logging and escalations

· Process and Procedure adherence

· Floor & seat management

Required skills:

· Intermediate MS Excel knowledge

· Basic to intermediate windows operating system navigation skills

· Strong written and verbal communication skills

· Ability to interact with all levels of management across various locations

· Ability to build and maintain strong working relationship

· Strong analytical skills

· Comfortable with flexible work timings and willingness to stretch

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Contact details

Ishika Agrawala