The purpose of RTA Specialist role is to monitor and optimize real-time operations in a business environment and also ensuring smooth and efficient operations by analyzing real time data and making decisions based on the findings.
Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals.
Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off.
Role is offsite RTA monitoring.
Produce Real time reports - Hourly/ Daily/ Weekly, Exception management.
Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling.
Produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
Assist with creating if metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.
Performs analysis of data to surface trends and insights using analytical methods.
Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc.
Initiates, develops and implements improvements to workflows and processes and participate on special projects.
Assist with projects and other duties as requested or assigned.
