* Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating agent activity on multiple lines of business through phone, chat or email.

* Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.

* Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.

* Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.

* Recommend procedural and operational guideline changes to improve communications and operational efficiency.

* Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.

* Analyzing real-time call trends and adjust staffing to ensure service levels as well as company financial goals.

* Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.

* Planning and scheduling off-phone events.

* Maintain confidentiality relative to organizational strategies, objectives, and practices.

* 2 -3 years of experience in the same RTA-WFM

* Strong data analytics and creation of reports

* Experience in automating task/reports that are manual to reduce cycle time and defects.

* Proficient user of Excel and understanding call center statistics a must.

* Knowledge in VBA, macros, linked data, pivot chart tools, design tools are an advantage.

* Experience in developing dashboards, and understandable reports and useful visualization.

* Flexible schedule and excellent attendance record

MUST HAVE: Minimum of 2-3 years experience as a WFM RTA, Knowledge in the use of WFM Tools - Nice IEX, CMS Avaya, Experience in handling a voice LOB is preferred, Experience in forecasting and scheduling is a PLUS