Real Time Analyst (RTA)

Position: Real Time Analyst (RTA)

Location: Pune, MH (work from office)

NIGHT SHIFT (To support US based customer)

Job Description:

Job Summary:

Monitoring calls service level and support global client's partner locations so they deliver as much productive hours as needed

Create plans and take actions to comply with Clients KPIs.

Check on the absenteeism, lunch, and break optimization.

Manage all incident management and follow up to provide support to internal teams and partners.

Attendance tracking of in-home associates for clients.

Responsibilities:

• Monitor what is happening with calls, handle time, within service time, arrival patterns
• Experience with workforce / WFM
• Experience with Workforce tool (i.e. IEX, Aspect, Avaya, or other)
• Experience with Service Levels
• Experience with Offer to Forecast
• Experience with Handle time
• Experience with Excel (run reports, pivot tables, gather and analyzing data); experience with macros is a plus (not needed)
• Work under pressure and deliver with sense of urgency
• Should have Good communications skills talking to client manager, RTA Supervisor to provide feedback, show number of calls, executive summary, etc.
• Very organized
• Attention to deadlines
• Problem solver