Sholinganallur, Tamil Nadu
Job Summary
Role Summary
Responsible for real-time queue monitoring and intraday management to ensure SLA adherence through optimal resource utilization
Experience & Qualification
2–5 years in WFM/RTA role
Graduate (any discipline)
BPO/Contact Center experience preferred
KPIs
SLA attainment
Adherence management
Real-time decision accuracy
Shrinkage control
Key Responsibilities
Monitor real-time performance (SLA, AHT, Shrinkage, Queue depth, Service level)
Manage intraday staffing by adjusting schedules, breaks, and offline activities
Identify and highlight risks to SLA, and take corrective actions proactively
Coordinate with Operations and WFM for real-time decisions (skilling, callouts, OT)
Track attendance, adherence, and shrinkage in real time
Publish intraday reports and provide performance updates
Skill Requirements
Strong understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage)
Good analytical and decision-making skills
Advanced Excel knowledge
Familiarity with WFM tools (Aspect, NICE, IEX, Genesys, etc.)
Strong communication and coordination skills
Other Requirements
Real Time Management and Reporting
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
