WFM - RTA || Gurugram
- Taskus
- 2 - 7 years
- Noida, Gurugram
- 2 months ago
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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
its 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 its time to imagine what
its 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 SLAs 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.
Interested candidate can share their resume at "rajal,ga*g@ta***s.com" or call on 8141444***
Thanks & Regards,
Rajal
8141444***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: TaskusLocation(s): Noida, Gurugram
Keyskills: International BPO Service Level Workforce Management Real Time Analysis Rostering Nice Scheduling IEX RTA WFM
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