[Hiring] Specialist - RTA @Everise

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.