RTA A2
EXL
Noida, Uttar Pradesh, India1h agovia LinkedIn
About the Role
This role focuses on real-time operational monitoring and management within a contact center environment.
Key Responsibilities
- Monitor Service Level (SL), the critical metric for calls answered within target time (e.g., 80% in 20 seconds).
- Track Key Metrics:
- Real-time queues
- Average Speed of Answer (ASA)
- Call Abandonment Rate
- Monitor Agent State:
- Logged In
- Available
- On Call
- Break
- Lunch
- After Call Work
- Manage Adherence and Shrinkage:
- Monitor Schedule Adherence to ensure agents follow scheduled work states.
- Address deviations from the schedule (unauthorized not-ready states, extended wrap-up time, early logouts) by contacting supervisors.
- Track and report real-time absenteeism and tardiness, escalating severe staffing shortages.
Tactical Adjustments
When Service Level is at risk:
- Re-slot activities by pulling agents from scheduled non-call activities back to the phone queue.
- Approve or solicit Overtime (OT) or offer Voluntary Time Off (VTO) based on staffing levels.
- Adjust Skills/Queues by re-routing agents with multiple skills to the most critical queue.
- Communicate system issues (ACD, telephony, CRM) to IT and assess impact on staffing.
Requirements & Tech Stack
- Real-time monitoring of contact center KPIs.
- Understanding of agent states and adherence.
- Ability to make tactical adjustments to manage call flow and staffing.
- Communication of technical issues.