workday
Senior Analyst-RTA
Sagility
Hyderabad, IND
Full-time
Senior · 2+ years experience
Onsite
Discovered 2 days ago
Communication
Key Skills for This Role
Communication
Full Job Posting
Location:
- HyderabadIndia
Qualifications
- Minimum 2 years of relevant experience as a RTA is Must.
- Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals.
- Manages engagement with client.
- Monitors intraday, makes decisions, provides sound judgement and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off.
- Leads and executes week-ahead planning process and collaborate with operations to provide background and insight to tell the week in review and communicate action plans.
- Facilitates on and off boarding of crew members.
- Performs analysis of data to surface trends and insights using analytical methods.
- Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc.
- Initiates, develops and implements improvements to workflows and processes and participate on special projects.
- Coordinates all service impacting application & telephony downtime / outages affecting volumes for forecasting scrubbing with global operations.
- Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills.
- Must be a team player within the ability to communicate to a wide range of individuals including Operations Team.
- Problem solving and analytical skills is critical and must have excellent English communication skills.
Preferred Qualifications
- Knowledge in WFM systems applicable for the account.
- Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage.
- Experience in planning, implementing, utilizing, and supporting Workforce Management system is an added advantage.
- HyderabadIndia
About Sagility
Business Process Outsourcing & Call Centers47307 employeesFounded 2021
Healthcare-focused business process management and technology solutions provider.
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