Description

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
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

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Sr. Representative, WFM Real Time Management