Specialist - RTA

Location: Work from Home Alabama, Work from Home Michigan, Work from Home Louisiana, Work from Home Nebraska, Work from Home Missouri, Work From Home Wisconsin, Work from Home South Carolina, Work from Home Kentucky, Work From Home Delaware, Work from Home Tennessee, Work from Home Illinois, Work From Home Virginia, Work from Home Georgia, Work From Home Minnesota, Work from Home Iowa, Work From Home Oregon, Work from Home Washington, Work From Home Mississippi, Work from Home North Carolina, Work from Home Wyoming, Work From Home Arkansas, Work from Home Indiana, Work From Home Pennsylvania, Work From Montana, Work From Home Oklahoma, Work From Home Utah, Work From Home Texas, Work from Home Rhode Island, Work From Home Nevada, Work from Home Colorado, Work From Home Arizona, Work From Home South Dakota, Work From Home Idaho, Work From Home Florida, Work From Home Maryland, Work from Home West Virginia, Work from Home Ohio, Work from Home New Mexico, Work from Home New Hampshire, Work from Home Kansas, Work from Home Connecticut, Work from Home Massachusetts

Time Type: Full time

Job Description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Roles and Responsibilities

• Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations etc.
• Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined.
• Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)
• Will have to manage client & stakeholder requirements.
• Knowledge of trends and total demand and providing relevant inputs to WFM leadership, Client, and Ops Leadership
• Assist in detailing and documenting performance impacts to WFM leadership.
• Compares call forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them.
• Provides performance analysis to ensure accurate, timely reporting to support business decisions.
• Interaction with other departments to improve the performance indicators.

Desired Candidate Profile

• Someone with a minimum of 15 months experience in WFM RTA domain. Flexible and willing to work 24*7 environment.
• Very good proficiency in MS excel. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage.
• Knowledge of Work force management software. Experience on Verint (WFM tool) or any other tool is a plus.
• Strong analytical and communication skills.
• Should know how to analyse performance data in real time.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.