DESCRIPTION

Job description

At ERC Client Services, we're looking to hire Sr. RTA (Real-Time Analyst) to be part of the APAC ERC CS Workforce Management team. Selected candidate will be responsible for real time monitoring of service levels, managing operational KPIs and site level performances thereby delivering as global WFM POC for APAC ERC team. Expectation is to ensure effective management of the incoming and outbound phone, ticket, chat and email volumes by analyzing forecast details from Economists team and drafting way forward plans in terms of peak readiness, HC hiring etc. The position will have high visibility to all the operations teams from Costa Rica, US, APAC and India.

Position Responsibilities

• To ensure all shift responsibilities such as interval level volume trends, org/site level shrinkage, NPT, productivity etc. impacting business KPIs are monitored and called out for corrective/supportive actions
• To ensure each org/skill is adhering to their operational expectations like shift/break, missed calls, disconnected calls, max call adherence
• Ensure that Operational metrics like service levels, occupancy, PTL, utilization etc. are being met by all Org/skills at daily level
• To liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics
• To ensure timely closure on all planning related activities like training & QA requests, optional and mandatory holiday planning, Shift rollovers, BCP planning etc.
• Ensure timely closure of all WFM actionable SIM/tickets tagged, within committed SLs
• To ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits
• To mentor and develop fellow L3 RTAs with all WFM required skills and knowledge
• To deep dive and provide insights on metric misses with factual callout and path to green (PTG)
• To ensure expected processes are followed by Operations, invent & simplify current processes to remove waste or non-value enablers

Experience/Skills

• Fluent in English
• Strong understanding of APAC ERC business and events impacting business
• Strong numerical and analytical skills
• Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances
• Demonstrated ability to communicate effectively in a multi-cultural environment
• Demonstrated ability to work under pressure
• Demonstrated effective time management skills
• Ability to effectively interact with employees at all levels of the organization
• Ability to maintain confidentiality
• Demonstrates effective communication and public speaking skills
• Able to give and receive feedback effectively
• Positive and enthusiastic work ethic
• Demonstrates resilience, drive and ownership for own personal development
• Strong attention to detail
• Ability to multitask

BASIC QUALIFICATIONS

• Minimum 1 year of experience within ERC
• 6+ months of WFM experience
• Bachelor's degree or equivalent
• Solid proven experience in a live queue contacts environment
• Solid proven experience using contact center technology
• High proficiency in Microsoft Excel
• Experience in Contact Center Operations
• Exceptional analytical skills

PREFERRED QUALIFICATIONS

• Knowledge of Six Sigma/Lean Processes
• Workforce management experience
• Experience using contact center workforce management tools
• High proficiency in SQL