2+ years of RTA Experience with hands-on experience of IEX and CXOne.
• Oversee all real-time WFM activities to ensure operational and client goals are met
• Implement analysis and reporting via WFM tools available
• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual
Key Responsibilities
2+ years of RTA Experience with hands-on experience of IEX and CXOne.
• Oversee all real-time WFM activities to ensure operational and client goals are met
• Implement analysis and reporting via WFM tools available
• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual
Qualifications
UG/Grads