WFM/MIS/RTA

Job description

RTA -

• Monitor queues, agent states and adherence to published schedules
• Trigger intraday recovery actions; manage AUX and shrinkage controls
• Publish real-time alerts to Ops/TLs; document deviations
• Support updates during outages and coordinate IT evidence logs MIS -
• Develop and publish daily/weekly/monthly MIS for KPIs (AHT, NPS, Accuracy, Adherence, Attrition)
• Automate standard reports; maintain data integrity and governance
• Support RnP calculations and performance deep-dives Partner with Ops/QA/Training for analytical insights WFM -
• Own monthly/quarterly forecasts, staffing plans and schedules by LOB
• Ensure schedule attainment, shrinkage control and on-time hiring ramps
• Run WFM governance; publish staffing plans by agreed timelines
• Partner with Ops for intraday management and performance outcomes </p

Qualifications

BACHELOR OF COMMERCE