Wfm/rta Reqt - Permanent @ Bangalore Jobs

Crystalmind Technologies Private Limited
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Job Description
Hi,Greetings .....We have a reqt for one of our Bangalore client HGSL on Permanent Basis. Please find the details below,PFA JD for your reference. DetailsTitle: Senior Analyst RTAPosition SummaryCandidate must be responsible for reacting to changes in contact demand or agent availability to ensure service levels are achieved consistently. It is also their role to help accelerate changes across the floor in order to best meet the immediate or changing demands. Roles and Responsibilities€Candidate must be willing to work in all shifts €Monitor service level performance at interval level against planned AHT, Aux& Shrinkage and correlate with non-adherence at agent level.€Make call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering agents€Make follow up and ensure call outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery. €Manage Breaks for agents€Assist the Manager on Duty (MOD) by making key call outs of critical key performance metrics.€Responsible for monitoring queues in real time to identify any risk to contractual KPI€™s like Service level/ Aban % / Line Adherence / Handling Capacity/ SIR. €Follow the Trigger table in SLA document to send alerts to program management as soon as KPI€™s reach or exceed defined thresholds.€Responsible for flagging agents for agent level metrics like AHT. €Ensure that the agents are following the scheduled breaks & are not exceeding the total AUX for the day.€Communicates to the Program Management on program Service Levels (Real Time) via chat/email/call. €Requisition additional hours/ declare All Hands On Deck/ ask support staff to login/ adjust breaks/allow off phone activities as per Service Level performance €Change agent split skills to meet queue needs & maintain service levels. €Audit split skill of agents regularly to ensure the agents have correct skills. €Ensure all internal/ client outages are well coordinated with team/Client.Education & Experience€Candidate should be a graduate in any discipline with 2 €“ 3 years related experience in RTA€Work experience in a Customer Service Call Center, preferably in a Reporting Analyst or Workforce Analyst role€Basic understanding of office workflow - communication procedures, policy adherence, etc.€Good Aptitude€Strong knowledge in MS-Excel€Good Communication skills€knowledge in WFM concepts€IEX experience is preferred. Knowledge of Call Center applications such as CMS Avaya Supervisor/ eWFM /IEX /GenesysShift : US shiftRelevant Exp Range : 1-3 YrsNotice : Immediate/30 daysLocation : BangaloreClient : HGSLIf you are interested , please send your cv in doc format to gowri@crystalmind.netPlease mention1. Current CTC2. Expected CTC3. Notice Period(Immediate)4. Contact number5. Alternate Contact Number6. Total & rel exp7. willing to work in US Shift(Y/N)Thanks & Rgds Gowri Nehan Consulting Services Pvt.Ltd. Contact No -91- 9008275247
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Crystalmind Technologies Private Limited is looking for .
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Location Bengaluru / Bangalore,Chennai
Education Any Graduate / Post Graduate
Experience 1 (yrs)
Industry Computers / IT
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