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Specialist Global WFM

Sagility·Bengaluru

Pay not stated3–6 yrsFull-time
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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

  • 3–6 yrs of experience
  • Documentation
  • CRM
  • Problem solving
  • Any graduate

Good to have

  • Excel
  • MS Office
  • VBA
  • PowerPoint

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