Specialist-RTA

Education: Any Graduate or Diploma.
 

Experience: Minimum 3 years of relevant experience as a RTA is Must.

Roles & Responsibilities:

• Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals.

• Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off.

• Role is offsite RTA monitoring.

• Produce Real time reports - Hourly/ Daily/ Weekly, Exception management.

• Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling.

• Produce daily, biweekly, and monthly reports to ensure adherence to planned activities.

• Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities.

• Assist with creating if metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.

• Performs analysis of data to surface trends and insights using analytical methods.

• Drives changes on the need of the business, acts as a resource and POC during.

• contingency events including weather events, system outages, etc.

• Initiates, develops and implements improvements to workflows and processes and participate on special projects.

• Assist with projects and other duties as requested or assigned.

Mandatory Skills:

• Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills.

• Must be a team player within the ability to communicate & interact with external & internal stakeholders.

• Problem solving, analytical & logical skills is critical and must have excellent English communication skills.

Preferred Skills:

• Knowledge in WFM systems applicable for the account. 

• Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage.

• Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling

• Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage. 

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