Job description

We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. Now, we need your full concentration because its time to imagine what it's like being a WFM RTA.
So what does a RTA really do Think of yourself as someone who will help the program and operating leaders to ensure that account health is maintained consistently both from hygiene and SLA standpoint.
We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. Now, we need your full concentration because it's time to imagine what it's like being a RTA , at TaskUs an WFM RTA:
Would act as the first point of contact for all service related escalations occurring on account of issues such as call routing, technical outage,unscheduled absences , unscheduled breaks etc.
Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS.
Would ensure availability of analysts on phones/chats as per the business model requirement.
Would be responsible for Real time queue monitoring (RTQM)
Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)
Will have to manage client Interaction.
Provide perspective (knowledge of trends and total demand) to WFM leadership, Client, and Ops

Leadership

Assist in detailing and documenting performance impacts to WFM leadership
Providing accurate and timely information and consultation to Team in support of WFM as required
Understanding the baseline forecast
Understanding the dynamic trend data and its application to forecasts
Understanding the application of business and functional initiatives and its application to forecasts
Understanding the supply and demand alignment.
Understanding the break-shift adherence
Someone who is aware about line adherence and dynamics of line adherence.
Imagine yourself going to work with one thing on your mind: that you will help the program management with meeting SLA's and program health at all times.
As you tackle your new tasks for the day, you know that it will lead to one thing: acting quickly in raising issues and making sure there is a quick mitigation plan in place to meet day end / interval level SLA. As a RTA, you will provide inputs to capacity planning and scheduling teams based on your analysis to make sure that we optimize schedules and review planning assumptions based on your feedback.

So, do you have what it takes to become a WFM RTA

Requirements:

What exactly are we looking for Well, we prefer someone with a minimum of 24 months experience in WFM RTA domain. Someone who should be willing to work in any shift + on weekends from our site.
What else You must have very good proficiency in MS excel and Google sheets. Handson experience in IEX tool. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage.

Sales (Fintech) - Frontline Sales - Executive, Sr. Executive, TSE, TSM, AM