Position Summary

Responsible 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 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. 

Experience

• 1 year as RTA in WFM

Technical Skills

• Communication skills
• Analytical mindset  with the ability to pay attention to details
• MS Office

Essential Requirements 

Experience

Experience in CC environment / data will be an advantage.

Technical 

MS Office / Erlang C

Competency/Behavior

Team Work

Analytical thinking

Achievement Orientation

Planning

Proactive

Flexibility, Adaptability

Customer Intimacy

Impact and Influence

Vigilance

Behavioral Skills

Analytical thinking

Recognizing likely causes and likely consequences

Using appropriate analytical tool/s and makes a rational, rather than emotional decision

Achievement Orientation

Working to meet goals set by superior or by self

Making cost - benefit analysis

Planning

Prioritizing & Anticipating issues

Uses Facts and figures

Proactive

Bias for action

Decisiveness

Flexibility, Adaptability

Adaptability

Ability to amend

Customer Intimacy

Service orientation

Focus on customer needs

Client partnership

Vigilance

Understanding patterns

Understanding consequence of external stimulants

Action orientation

Role 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.
• Effective delivery of planned shrinkages.
• Providing unplanned shrinkages on a real time basis depending on the availability, without a loss to agreed  
  Service Levels at the close of day or as defined
• Reporting of necessary data & observations on a real time basis.
• Scheduled vs delivered hours.