Job Description

Job Summary

Role Summary

Responsible for real-time queue monitoring and intraday management to ensure SLA adherence through optimal resource utilization

Experience & Qualification

• 2–5 years in WFM/RTA role
• Graduate (any discipline)
• BPO/Contact Center experience preferred

KPIs

• SLA attainment
• Adherence management
• Real-time decision accuracy
• Shrinkage control

Key Responsibilities

• Monitor real-time performance (SLA, AHT, Shrinkage, Queue depth, Service level)
• Manage intraday staffing by adjusting schedules, breaks, and offline activities
• Identify and highlight risks to SLA, and take corrective actions proactively
• Coordinate with Operations and WFM for real-time decisions (skilling, callouts, OT)
• Track attendance, adherence, and shrinkage in real time
• Publish intraday reports and provide performance updates

Skill Requirements

• Strong understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage)
• Good analytical and decision-making skills
• Advanced Excel knowledge
• Familiarity with WFM tools (Aspect, NICE, IEX, Genesys, etc.)
• Strong communication and coordination skills

Other Requirements

Real Time Management and Reporting