RTA WFM
Concentrix
Noida, Uttar Pradesh, India2h agovia LinkedIn
About the Role
The Real-time Analyst (RTA) is responsible for monitoring and managing the real-time performance of the contact center to ensure Service Level, Occupancy, and productivity goals are met. The RTA acts as a bridge between Operations and WFM.
Key Responsibilities
- Real-Time Monitoring & Management:
- Monitor real-time adherence, AUX usage, login/logout, breaks, and shrinkage via CMS, IEX, Verint, Nice, or Aspect.
- Monitor intraday call volume, AHT, and service level vs. forecasted plan.
- Send real-time alerts to the Operations team for adherence breaches and SLA risks.
- Manage skill changes, queue management, and agent movements in real-time.
- Reporting & Analysis:
- Prepare and publish intraday, daily, and hourly reports - SLA, Adherence, Absenteeism, Conformance.
- Analyze intraday trends and recommend action plans (OT, VTO, preponement/postponement of breaks).
- Maintain RTA tracker and exception logs.
- Stakeholder Coordination:
- Coordinate with Operations, TLs, Trainers, and Quality for staffing and roster adjustments.
- Support break/lunch/meeting/training schedule optimization.
- Participate in client calls and present real-time performance.
Tools Management
- Working knowledge of WFM tools - IEX, Verint, Aspect, Nice, Genesys, Avaya CMS.
- Proficient in MS Excel (VLOOKUP, Pivot Tables, Conditional Formatting), Google Sheets.
Qualifications
- Educational Qualification – Graduation/Undergraduation