Walk-in || RTA - Executive/Senior Executive

Job description

Role & responsibilities • Monitor real-time performance metrics such as Line Adherence, call volumes, service levels, and agent availability across multiple channels (phone, chat, email, etc.). • Identify and address deviations from planned schedules, such as under-staffing or over-staffing. • Adjust agent schedules in real-time to meet service level agreements (SLAs), Line adherence and optimize workforce efficiency. • Manage breaks, lunches, and other activities to minimize impact on operations. • Generate and distribute real-time and intraday reports on key performance indicators (KPIs) such as occupancy, adherence, and shrinkage. • Analyze trends and provide actionable insights to improve operational performance. • Monitoring and managing performance in real time, ensuring optimal staffing levels, maintaining service levels, tracking schedule adherence, and line adherence knowledge, diving operational efficiency through proactive intraday management and stakeholder communication. • Work Mode: Work From Office (WFO) only, no remote option • Educational: Graduation is mandatory • Shift & Work Schedule: Rotational shifts (9am to 12pm 9 hours 15 min), 6 days Working • Interested Candidate can share resume on - Faimidak@hexaware.com