Job Purpose

Title: WFM – RTM Executive

Reports to: Team Leader/Manager

Based at: Call Centre Background

Position Summary

As an RTM (Real-Time Management) Executive in the Workforce Management Department, your primary responsibility will be to optimize the efficiency and productivity of the organization's workforce by closely monitoring real-time operational performance metrics and making necessary adjustments to ensure optimal staffing levels. You will play a critical role in maintaining service level agreements (SLAs) and achieving key performance indicators (KPIs) in a dynamic and fast-paced environment

Job Description

Real-Time Monitoring: Continuously monitor real-time performance metrics such as call volume, average handle time (AHT), service levels, occupancy, and other relevant metrics to identify potential gaps in service delivery.

CMS/Dialer Monitoring
Break Adherence
Understanding Shrinkage, Late login types and formula's
Real Time Reports like RTM, SL (Service level), Late login and it's impact on business.
Prepare daily/weekly/monthly reports and dashboards
Analyze the reports and inform stakeholders about corrective actions.
Prepare schedules and forecasts
Clarify key metrics like SL/Abandon/AHT/ASA/Occupancy/Utilization to Ops/Team members as and when required
Prepare Headcount Report/Attrition Report/APR etc.
Ample understanding on Hygiene and process leakage (Meeting and unproductive Aux.).

Desired Skills And Experience

Minimum 1 year experience on Avaya/NGUCC/Nortel/ Any other Dialler & ACD reporting & Tool.
Bachelor's Degree in Business Administration, Operations Management, or a related field.
Previous experience in a call centre environment with exposure to real-time monitoring and workforce management is highly desirable.
Strong analytical and problem-solving skills, with the ability to interpret real-time data and make data-driven decisions.
Proficiency in using workforce management software and call centre reporting tools.
Excellent communication and interpersonal skills to effectively liaise with call centre agents, team leaders, and management.
Detail-oriented with a focus on accuracy in reporting and adherence tracking.
Strong organizational skills and the ability to prioritize tasks effectively
Proven problem-solving skills and the ability to handle escalations and critical situations with composure.
Flexibility to work in rotational shifts, including weekends and holidays, as call centre operations may require

Professional Qualifications

Relevant graduate or master's degree from a reputed institution