Officer-RTA
BengaluruFull-time3–6 yrsPosted 4 days ago
Mid-level customer support role at Sagility in Bengaluru. Needs 3+ years and a degree.
About the role
The purpose of RTA Specialist role is to monitor and optimize real-time operations in a business environment and also ensuring smooth and efficient operations by analyzing real time data and making decisions based on the findings.
What you'll do
- Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals
- Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance includes calling for…
- Role is offsite RTA monitoring
- Produce Real time reports - Hourly/ Daily/ Weekly, Exception management
- Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling
What you need
- CRM
- Escalation handling
- Communication
Good to have
- MS Office
- VBA
- PowerPoint