Assistant Manager / Team Lead – RTA WFM – Bangalore
BengaluruFull Time
REAL TIME ANALYST
WFM
WORK FORCE MANAGEMENT
Job description
Job Title: Assistant Manager / Team Lead – RTA WFM – Bangalore
Job Overview
We are looking for a candidate with minimum 3 years of relevant experience for TL and 5 years of relevant experience for an Assistant Manager with RTA.
Key Responsibilities
Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals
We are looking for a candidate with minimum 3 years of relevant experience for TL and 5 years of relevant experience for an Assistant Manager with RTA.
Key Responsibilities
Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals
Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off
Role is offsite RTA monitoring
Produce Real time reports - Hourly/ Daily/ Weekly, Exception management
Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling
Produce daily, biweekly, and monthly reports to ensure adherence to planned activities
Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities
Assist with creating if metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.
Performs analysis of data to surface trends and insights using analytical methods
Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc
Initiates, develops and implements improvements to workflows and processes and participate on special projects
Skills ·
Knowledge in WFM systems applicable for the account. Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage.
Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling.
Excellent communication skills with ability to interact with external & internal stakeholders.
Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.
Problem solving, analytical & logical skills are critical and must have excellent English communication skills.
Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.
Problem solving, analytical & logical skills are critical and must have excellent English communication skills.
Skills Required
Assistant Manager / Team Lead – RTA WFM – Bangalore
ITES/BPO/KPO
ITES/BPO/Customer Service
Diploma, Graduation, Post graduation
Full Time, Permanent
Key Skills
- REAL TIME ANALYST
- WFM
- WORK FORCE MANAGEMENT
Other Information
GO/JC/221/2025
Subashini
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