WFM RTA Specialist

Location

Bangalore, Karnataka, India

Salary

Not specified

Company

Akash pawar

Job description

### Role & Company / Project Overview We are hiring a WFM Real-Time Analyst (RTA) to monitor real-time operations and ensure service levels and business targets are achieved across Phone and Chat queues. ### Key Responsibilities & Daily Duties • Monitor real-time Phone and Chat queue performance. • Track staffing levels, queue trends, and intraday operational activities. • Identify operational risks and recommend timely corrective actions. • Provide real-time performance updates and analytical insights to leadership. • Work closely in cross-functional collaboration with Operations, WFM, and Technology teams. • Monitor and manage service-impacting issues, outages, and operational escalations. • Evaluate offline capacity and prioritize task allocations based on business requirements. • Perform ad-hoc analysis and deliver data-driven operational recommendations. • Support root-cause analysis for technical and operational issues. • Ensure service levels and operational objectives are consistently achieved. ### Required Qualifications, Skills & Experience • Minimum 1 year of WFM Real-Time Management / RTA experience. • Education: Bachelor's Degree. • Strong analytical and problem-solving skills. • Good understanding of Intraday Management, Queue Management, and Staffing principles. • Excellent communication and stakeholder management capabilities. • Demonstrated ability to work effectively in a fast-paced environment. • Strong ownership, accountability, and decision-making skills. • Advanced MS Office proficiency. • Comfortable working rotational shifts and rotational week-offs. ### Working Hours, Shifts & Location Details • Location: Bangalore, Karnataka, India • Shift: Rotational Shifts and Rotational Week-offs ### Application Instructions Interested candidates can share their updated CV via email for immediate review.