Associate, WFM Real Time Management

Job Title:

Job Description

Key Responsibilities:

• RTA will act as a liaison between the Centralized and Site WFM teams.
• Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
• Resolve escalated issues and requests from site management
• Root cause analysis of SLA deviations, action plan development and resolution
• Monitor real-time queue, schedule adherence & attendance.
• Key daily exception requests and update schedules
• Cross-train with Scheduling Analyst
• Optimize breaks the day of or day before the actual schedule
• Schedule ADHOC intra-day training requests and update schedules
• Produce and analyze daily efficiency reports (representative availability, access level etc.)
• Attend centralized and/or site management meeting, as required
• Cater to real time adhoc requests as and when required