Real Time Monitoring - Executive

Job Title: Real-Time Monitoring (RTM) Executive
Location: Faridabad, Haryana
Job Type: Full-time, Remote
Shift: Day Shift, 6 Days Working

Job Summary:
The RTM Executive is responsible for real-time monitoring of call center operations to ensure optimal workforce utilization, adherence to schedules, and efficient queue management. The role involves tracking agent performance, addressing deviations, and providing instant support to maintain service level agreements (SLAs).
Key Responsibilities:

• Real-Time Monitoring & Workforce Management:
• Track live call volumes, agent status, and queue performance.
• Monitor adherence to schedules and escalate non-compliance.
• Adjust resources dynamically to optimize productivity.
• Incident Management:
• Identify and address service level issues in real-time.
• Notify supervisors of any deviations, absenteeism, or staffing concerns.
• Provide recommendations for better shift allocation.
• Performance Tracking & Reporting:
• Generate real-time reports on agent productivity and service levels.
• Track KPIs such as AHT (Average Handle Time), occupancy, and shrinkage.
• Identify patterns of inefficiency and propose solutions.
• Coordination & Communication:
• Liaise with Team Leads and HR to manage workforce availability.
• Ensure prompt response to system downtimes or technical issues.
• Coordinate breaks and shift changes to maintain SLAs.

Requirements:

• Experience: 1-2 years in a real-time monitoring role (preferably in a BPO/Call Center).
• Skills:
• Strong analytical and problem-solving skills.
• Proficiency in workforce management tools & dashboards.
• Excellent communication and coordination skills.
• Ability to handle high-pressure situations efficiently.
• Education: Graduate in any discipline (preferred but not mandatory).

Preferred Candidates:

• Immediate joiners are highly preferred.
• Candidates with prior call center experience will be given priority.

How to Apply:
Interested candidates can send their resumes to diksha.tiwari@rhysley.com.