Role and Key Responsibilities :

• Manage a team of Real Time Analysts.
• Trigger alignment of schedules across partner / inhouse sites with staffing requirements and operational metrics as and when required on an intraday basis.
• Communicate with WFM scheduling manager on any items that can be incorporated in the near-term action plan and schedule improvement.
• Identify and analyze issues, complete post-mortem reports, and provide feedback.
• Communicate with partner/client POCs to address variances.
• First level of escalation for Intraday issues.
• Design/modify/implement processes to increase RTA effectiveness.

Key skills and knowledge :

• Graduate (any stream).
• Experience in managing a Real Time team for 2++ years with overall RTA exp of min 3+ years.
• Experience in managing multi-site and multi vendor environments.
• Strong communicator and decision maker
• Strong business acumen
• Should be a go-getter and a collaborator.
• Analytical and problem-solving ability.
• Ability to simplify complex operations into repeatable processes.
• Hands-on experience in telephony and WFM tools. (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)
• High attention to detail and sense of professionalism and ability to develop relationships

Educational Qualification:

 Graduation