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At ERC, were looking to hire Sr. RTA (Real-Time Analyst) to be part of the US ERC Workforce Management team. Selected candidate will be responsible for real time monitoring of service levels, managing operational KPIs and site level performances thereby delivering as global WFM POC for the US team. This role is expected to ensure effective management of the incoming and outbound phone, chat and email volumes by analyzing forecasted details from the Economists team and drafting way forward plans in terms of peak readiness, headcount hiring etc. The position will have high visibility to all the operations teams globally.
To ensure all shift responsibilities such as interval level volume trends, org/site level shrinkage, NPTs, productivity etc. impacting business KPIs are monitored and called out for corrective/supportive actions
To ensure each org/skill is adhering to their operational expectations like shift/break, missed calls, disconnected calls, max calls adherence
Ensure that Operational metrics like service levels, occupancy, PTL, utilization etc. are being met by all Orgs/skills at daily level
To liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics
To ensure timely closure on all planning related activities like training QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning etc.
Ensure timely closure of all WFM actionable SIMs/tickets tagged, within committed SLs
To ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits
To mentor and develop fellow RTAs with all WFM required skills and knowledge
To deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs)
To ensure expected processes are followed by Operations, invent simplify current processes to remove waste or non-value enablers
Key job responsibilities
To ensure all shift responsibilities such as interval level volume trends, org/site level shrinkage, NPTs, productivity etc. impacting business KPIs are monitored and called out for corrective/supportive actions
To ensure each org/skill is adhering to their operational expectations like shift/break, missed calls, disconnected calls, max calls adherence
Ensure that Operational metrics like service levels, occupancy, PTL, utilization etc. are being met by all Orgs/skills at daily level
To liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics
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