Real Time Analyst(BPO RTM Exp is Mandate) Immediate Joiner- Pune

Real Time Analyst- WFM BPO

India- Pune, Maharashtra

Full-time (FT)

Customer Operations

Shift Timings - Flexible (24*7)

Specialism : Customer Operations BPO

Minimum - 1 Year Exp as RTA/ RTM in BPO / Mandate.

Requirements:

- Should have min. 1-3 years of experience as RTA / RTM in BPO.

- Immediate Joiner.

- Voice BPO RTA WFM experience.

- Sound understanding of Call centre WFM metrics and work experience in Voice processes in an added advantage.

- Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence Rostering etc.

- Prepare Agent schedules and Daily adherence plans

- Prepare various Ops production reports

- Perform RTM role independently

- Manage Breaks and Resource availability on floor.

- Check for signal levels on all equipment and certify jobs as completed

- Fill up the complete report and share with the APM/PM daily

- Collate and share information for all appointments that are cancelled

Minimum Qualifications:

- Any Graduate with the minimum of 6 months of experience in BPO (WFM- RTA) can only apply.

Please share Cv's on Shilpam.01@eclerx.com