Associate, Real Time Management

• Tracking and Measurement of Attendance and Schedule against plan.

• Monitor Delivery attainment on Real time basis.

• Release Reports as per RTA reporting schedule.

• Monitor Plan Vs Actual in terms of AHT and Actual by interval.

• Capture reasons for performance deviations.

• Review DOW and Intraday patterns.

• AHT profiling

• Assumption management.

• Responsible for real time monitoring on floor and managing service level metrics for an account

• Monitoring and management of Breaks for agents, schedule adherence, AHT

• Communication with client POCs regarding the service level and other metric status

• Tracking and preparing daily agents performance report

• Responsible for preparing daily, weekly and monthly client/internal reports.

• Responsible for setting up the architecture of MIS and delivery and improve it as a decision support system for business.

• Review new reporting requirements and establish a mechanism for report rationalization - eliminating duplication of work/reports.

• Responsible for coordinating and collaborating with respective stake holders for managing agent stacks.

• Responsible for accuracy and timeliness of reporting, raise alerts if stack timelines are not met and devise methods to improve accuracy and timelines.

• Maintain historical data and trends.

Desired Skills:

• Team player with willingness to learn and drive to achieve

• Proficiency in MS Excel, MS Access and other MS Office components

• Experience in VBA-Macro MS-Access -preferred

• Strong ownership and can-do attitude; ability to deal with ambiguity

• Automating reports skill will be a preference

• Ability to handle pressure situations

• Contact Centre Workforce Management experience

• Ability to simplify complex operations into repeatable processes

• Awareness of the Industry trends/ Upcoming technologies which would impact the Contact Center Industry.

• RTA and Queue Management experience preferred

• Sound knowledge on Macro and excel

• Strong communicator and decision maker.

• Strong communicator and decision maker.

• Knows preparation of RCA, Proactive management and data presentation.

• Analytical bend of mind.

• Knowledge of Genesys and Salesforce tool is preferred