Specialist - RTA

About the Company

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is recognized by our employees and the industry, with a 4.6/5 rating on Glassdoor and a growing collection of Best Place to Work awards. We celebrate all cultures for their uniqueness and strengths, with 13 centers worldwide and a robust work-from-home program.

Responsibilities

• Act as the first point of contact for all service-related escalations, including issues such as call routing, technical outages, unscheduled absences, unscheduled breaks, and forecast deviations.
• Monitor, track, document, and communicate real-time floor activities to ensure adherence to plans and processes.
• Manage and send intraday reporting, including Hourly Interval Reports and Productivity Reports.
• Handle client and stakeholder requirements.
• Analyze trends and total demand, providing relevant inputs to WFM leadership, clients, and operations leadership.
• Assist in detailing and documenting performance impacts for WFM leadership.
• Compare call forecasts with actual results to examine variances, proactively identify scheduling gaps, and offer solutions.
• Provide performance analysis to ensure accurate, timely reporting that supports business decisions.
• Interact with other departments to improve performance indicators.

Requirements

• Minimum of 15 months of experience in the WFM RTA domain.
• Flexibility and willingness to work in a 24/7 environment.
• Strong proficiency in MS Excel.
• Prior Workforce Management experience in Scheduling or Reporting is an added advantage.
• Knowledge of Workforce Management software; experience with Verint (WFM tool) or any other tool is a plus.
• Strong analytical and communication skills.
• Ability to analyze performance data in real time.