Real Time Adherence

Description

Job Summary: A leading Contact Center company is seeking an RTA to monitor and manage real-time operations, ensuring service level compliance and optimal resource utilization. Key Highlights: 1. Responsible for monitoring and managing real-time operations 2. Coordinates corrective actions and intraday resource allocation 3. Collaborates on resource optimization and continuous improvement **Job Title:** RTA (Real Time Analyst) – Call Center **Job Description:** A prominent Contact Center company seeks an **RTA (Real Time Analyst)** responsible for monitoring and managing real-time operations, ensuring service level compliance and proper resource utilization. **Responsibilities:** * Monitor staff operational adherence to schedules, breaks, and working hours. * Identify deviations in schedule execution (breaks, trainings, meals, etc.) and coordinate corrective actions with supervision. * Perform intraday adjustments to resource allocation based on operational demand. * Promptly detect and communicate operational risks such as demand spikes, absenteeism, or technical incidents. * Track achievement of key performance indicators (KPIs). * Generate adherence, tardiness, efficiency, and incident reports. * Consolidate operational data and issue intraday reports. * Document internal and external incidents. * Collaborate with the planning team on resource optimization and continuous improvement. **Requirements:** * Proven experience as an RTA or in Workforce Management (WFM) within a call center environment. * Proficiency in Avaya and Verint is mandatory. * Intermediate-to-advanced Excel skills (pivot tables, formulas, data analysis). * Strong analytical ability, organizational skills, and decision-making capability. * Excellent communication and collaborative teamwork skills. **We Offer:** * Competitive salary * Statutory benefits * Job stability * Professional development opportunities Employment Type: Indefinite-term position Salary: $14,000.00 - $18,000.00 per month Benefits: * Company parking * Flexible working hours Work Location: On-site employment