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Real-Time Analyst (RTA)
Posted on: 06-Feb-2023
Salary: ₹0.00 - ₹0.00
Expires on: 08-Mar-2023
Kolkata, West Bengal, India
As a Real Time Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, and report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.
Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
Enforce real-time adherence in all Work Types and Markets within the scope of the operation
Monitor the volume of contacts at the interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real-time events that contribute or impact negatively the execution of planned productivity hours to meet SLAs
Provide visibility and reporting capabilities of main SLAs and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
Creation and optimization of schedule shells, allocating productive time based on interval-level staffing needs, following region-specific labor laws
Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment
Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at the interval level
Experience in client product support
Proven experience in operating and directly handling scope of more than 100 FTEs
Know-how in managing real-time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.
Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable