Key role & Responsibilities:

• Intraday real time monitoring of service levels for all queues at all sites.
• Real time monitoring of agents’ performance from all teams at all sites.
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Have a real time communication with the WFM team and operations when call outs or changes need to be done
• Support changes within routing profiles
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, and NPT usage
• Review TTs assigned to the WFM team that require real-time assistance to different stakeholders
• Provide assistance to the WFM team as needed and provides daily reports
• Resolve escalated issues and requests from the account management
• Preparing ad-hoc reports & analysis for management reporting
• Drive Special Projects and Initiatives assigned
• Resolve escalated issues and requests from the account management
• Cater to real time ad-hoc requests as per

Key Skills and knowledge:

• Two Year Experience in the WFM RTM is mandatory. PeM Skills will be an added advantage.
• Knowledge of Contact Centre methodologies and operational principles
• Excellent communication skills 
• Thought leadership, Outcome focused.
• Strong ownership and can-do attitude, dealing with ambiguity
• Extensive experience with WFM software and knowledge of WFM Tools (NICE WFM/Verint/Aspect) will be an added advantage.
• In-depth understanding of call center metrics and their impact on each other like, service-level, ASA, AHT, Abandon, Occupancy, Staffing, Schedules etc.
• Analytical and Problem-solving ability 
• Good knowledge of Excel and Advanced Excel is preferred.
• Should be open to work in all shifts