About the Team
Team of experienced workforce professionals handling real time, scheduling & planning. The team works closely with clients directly to liaison daily tasks while ensuring that vendor partners are tracked to completion and ensure seamless delivery to exceed client expectations.
What You Will Be Doing
•This is a RTA position. Job responsibility include managing and monitoring the day to day activities related to volumes, staffing levels, productivity, attrition, forecasting, scheduling, resource allocation etc.
•Having experience with RTA function in a busy call center environment is a must as well as being extremely familiar with processes and technological tools necessary to effectively direct call flow and call center staff.
•Attend weekly and daily staffing review meetings with management with complete detail on real time performance. Detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks. Fill overtime and under time availability.
•Should be open to work in 24x7 environment without any exceptions and not limited to prolonged over-night shift schedules.
•Approve/deny discretionary activities to increase occupancy, increase staffing levels or modify call routing to increase service levels.
•Communicate identified risks to management and other teams. Perform other duties and assignments as directed. Excellent verbal and written communication skills. Strong interpersonal and relationship management skills.
•Ability to work productively in a fast-paced call center environment.
•Ability to communicate effectively with associates and all levels of management; multi-task and detail-oriented with ability to work with little supervision.
•Ability to work within deadlines and strict timeframes, strong analytical and problem-solving skills, excellent time management skills, excellent verbal and written communication skills, strong interpersonal and relationship management skills.
•Ability to work productively in a fast-paced call center environment, multi-task and detail-oriented with ability to work with little supervision.
•Ability to work within deadlines and strict timeframes, strong analytical and problem-solving skills, excellent time management skills.
Highest Qualification
Graduate
What You Bring
•Experience in RTA environment to support daily deliveries.
•Ability to analyze & deliver on efficiency KPIs such as Occupancy, Service Level & Productivity.
•Excellent communication to manage client vendor partners.
•Strong leadership ability to lead client connects with its vendor partners to discuss strategic approach & baseline upcoming plans to achieve business outcomes in accordance to client expectations.
•Achieve stringent deadlines on client commitments.
What We Offer You
•A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
•A broad range of professional education and personal development possibilities – FIS is your final career step!
•A competitive salary and benefits.
•A variety of career development tools, resources and opportunities.
