Wfm - Rta

2 weeks ago

Cape Town, South Africa Tech Mahindra Full time

**Job title: WFM - RTA**

**Department - Workforce Management**

**Reports to - Assistant Manager / Manager - WFM**

**Job Purpose**

RTA - Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer forecasted volume of contacts at the desired service level. Will be responsible for various reporting done by the RT team. Shrinkage management and hour’s delivery against scheduled hours and disaster management.

**Primary Responsibilities**
- Real time queue monitoring
- Optimum utilization of scheduled Resources.
- Drives efficiencies & Operations performance Metrics
- Break Management & staffing accountability
- Monitor deviation in forecasted service levels to actual real time & recommend /take necessary steps to reduce the gap.
- Effective delivery of planned shrinkages.
- Providing unplanned shrinkages on a real time basis depending on the availability, without a loss to agreed
- Service Levels at the close of day or as defined
- Reporting of necessary data & observations on a real time basis.
- Scheduled vs delivered hours.
**Knowledge, skills & competencies required**

**Functional Skills and Competencies**:

- Overall Understanding of the Workforce Management
- Understands and know the purpose of the role and how it links to the other roles
- Good knowledge of MS Office
- Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc
- Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service Levels
**Customer Focus (Core)**
- Ability to maintain high confidentiality with sensitive information, data and display integrity.
- Ensure that customer is the focus (internal and external) of all actions and decision taken
**Communication Skills**
- Ensures delivery of all promises and commitments made to the customers / stakeholders
- Influences stakeholders and team members alike by creating positive relationships with them in order to achieve company goals
- Ability to translate and summarize analytical data findings into actionable recommendations
**Interpersonal Skills and Teamwork**
- To be able to communicate effectively, both verbally and in writing with stakeholders & across levels
- Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda
**Tools**
- Proficient in MS Office
- Exposure to WFM/Realtime monitoring tools
**Experience**
- Minimum +1 years of work experience in Contact Centre Industry as RTA

**Job Types**: Full-time, Permanent

Work Remotely:

- No

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