RTA WFM

Key Responsibilities:

• Real-Time Monitoring & Management: Monitor real-time adherence, AUX usage, login/logout, breaks, and shrinkage via CMS, IEX, Verint, Nice, or Aspect. Monitor intraday call volume, AHT, and service level vs. forecasted plan. Send real-time alerts to Operations team for adherence breaches and SLA risks. Manage skill changes, queue management, and agent movements in real-time
• Reporting & Analysis: Prepare and publish intraday, daily, and hourly reports - SLA, Adherence, Absenteeism, Conformance. Analyze intraday trends and recommend action plans (OT, VTO, preponement/postponement of breaks).Maintain RTA tracker and exception logs.
• Stakeholder Coordination: Coordinate with Operations, TLs, Trainers, and Quality for staffing and roster adjustments. Support break/lunch/meeting/training schedule optimization. Participate in client calls and present real-time performance.4. Tools Management: Working knowledge of WFM tools - IEX, Verint, Aspect, Nice, Genesys, Avaya CMS. Proficient in MS Excel (VLOOKUP, Pivot Tables, Conditional Formatting), Google Sheets.
• Educational Qualification – Graduation/Undergraduation
• Disclaimer:- Neither Concentrix nor any authorized 3rd party who assists with our recruitment process, ever asks candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.
• Location:
• IND Noida - S2 World Trade Tower Plot No 1 Delhi Noida Direct Flyway
• Language Requirements:
• Time Type:
• Full time