Real-Time Adherence (RTA) Analyst
Location
Bangalore | India
Job description
Job Title: Real-Time Adherence (RTA) Analyst
Department: Workforce Management
Location: Bangalore
Job Summary: The Real-Time Adherence (RTA) Analyst plays a critical role in ensuring operational efficiency and adherence to schedules within our organization. This role involves real-time monitoring of agent activities, identifying deviations from schedules, and taking proactive measures to address them to optimize workforce utilization and maintain service levels.
Key Responsibilities:
- Monitor real-time adherence of agents to schedules using workforce management software.
- Identify and address deviations from schedules promptly, including late arrivals, extended breaks, and off-phone time.
- Communicate real-time adherence issues to supervisors and managers, providing actionable insights and recommendations to improve adherence performance.
- Collaborate with scheduling and forecasting teams to adjust schedules as needed to accommodate fluctuations in workload and optimize resource allocation.
- Generate real-time and historical reports on adherence performance, analyzing trends and identifying areas for improvement.
- Provide feedback and coaching to agents and supervisors on adherence best practices and performance improvement opportunities.
- Assist in the development and implementation of RTA policies, procedures, and initiatives to enhance workforce management effectiveness.
Qualifications and Skills:
- Bachelor's degree in Business Administration, Operations Management, or a related field preferred.
- Minimum 1 year of experience in a workforce management or contact center environment, with a focus on real-time monitoring and adherence.
- Proficiency in workforce management software, such as [mention specific software if applicable].
- Strong analytical skills with the ability to interpret data and trends effectively.
- Excellent communication and interpersonal skills, with the ability to communicate complex information clearly and concisely.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Detail-oriented with a focus on accuracy and attention to detail.
- Flexibility to work rotating shifts and weekends as needed.
Job tags
Salary
