[Hiring] Specialist - RTA @Everise
Specialist - RTA @Everise
Customer Service
Salary unspecified
Remote Location
Employment Type full-time
Posted 1mth ago

[Hiring] Specialist - RTA @Everise

1mth ago - Everise is hiring a remote Specialist - RTA. πŸ’Έ Salary: unspecified πŸ“Location: India

Role Description

  • 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.
  • Constantly monitor, track, document, and communicate real-time floor activities in terms of adherence to plan and process defined.
  • Responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports).
  • Manage client & stakeholder requirements.
  • Knowledge of trends and total demand, providing relevant inputs to WFM leadership, Client, and Ops Leadership.
  • Assist in detailing and documenting performance impacts to WFM leadership.
  • Compare call forecasts with actual results to examine variances, proactively identify scheduling gaps, and offer solutions to solve them.
  • Provide performance analysis to ensure accurate, timely reporting to support business decisions.
  • Interact with other departments to improve performance indicators.

Qualifications

  • Minimum of 15 months experience in WFM RTA domain.
  • Flexible and willing to work in a 24/7 environment.
  • Very good proficiency in MS Excel.
  • Prior Workforce Management experience in Scheduling or Reporting is an added advantage.
  • Knowledge of workforce management software.
  • Experience on Verint (WFM tool) or any other tool is a plus.
  • Strong analytical and communication skills.
  • Ability to analyze performance data in real time.

Company Description

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.

  • 4.6/5 rating on Glassdoor.
  • Growing wall of Best Place to Work awards is a testament to our investment in our culture.
  • 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.
Before You Apply
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Specialist - RTA @Everise
Customer Service
Salary unspecified
Remote Location
Employment Type full-time
Posted 1mth ago
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Offer Accepted βœ“
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