01Responsibilities
Ensure all shift responsibilities such as interval level volume trends, org/site level shrinkage, NPTs, productivity, etc. impacting business KPIs are monitored and called out for corrective/supportive actions.
Operational Expectations: Ensure each org/skill is adhering to their operational expectations like shift/break, missed calls, disconnected calls, max calls adherence.
Operational Metrics: Ensure that Operational metrics like service levels, occupancy, PTL, utilization, etc. are being met by all Orgs/skills at a daily level.
Liaise with Network POCs: Liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics.
Planning and Training: Ensure timely closure on all planning-related activities like training and ensure timely closure of all WFM actionable SIMs/tickets tagged, within committed SLAs.
Mentorship and Development: Mentor and develop fellow RTAs with all WFM required skills and knowledge.
Insights and Recommendations: Deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs).
Essential Qualifications
Education: Bachelor's degree in a related field (Business, Operations, or Analytics).
Experience: Minimum 3-5 years of experience in a similar role, preferably in a BPO or operations environment.
Analytical Skills: Strong analytical and problem-solving skills, with the ability to analyze large data sets and make informed decisions.
Communication Skills: Excellent communication and interpersonal skills, with the ability to liaise with network POCs and other stakeholders.
Technical Skills: Proficiency in WFM tools and software, such as forecasting and scheduling tools.
Preferred Qualifications
Certification: Certification in WFM or a related field is a plus.
Experience with Data Analysis Tools: Experience with data analysis tools such as Excel, SQL, or Tableau.
Experience in a BPO Environment: Experience working in a BPO environment, preferably in a WFM or operations role.
Skills and Competencies
Analytical and Problem-Solving Skills: The ability to analyze large data sets and make informed decisions.
Communication and Interpersonal Skills: The ability to liaise with network POCs and other stakeholders.
Time Management and Organization: The ability to prioritize tasks and manage multiple projects simultaneously.
Attention to Detail: The ability to accurately analyze data and identify trends and insights.
Career Growth Opportunities and Learning Benefits
At ERC, we are committed to the growth and development of our employees. As a Senior Real-Time Analyst,
Apply To this Job .
