Imagine yourself going to work with one thing on your mind: that you will help the program management with meeting SLAs and program health at all times. As you tackle your new tasks for the day, you know that it will lead to one thing: acting quickly in raising issues and making sure there is a quick mitigation plan in place to meet day end/interval level SLA. As a RTA, you will provide inputs to capacity planning and scheduling teams based on your analysis to make sure that we optimize schedules and review planning assumptions based on your feedback.

● Would act as the first point of contact for all service related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks etc.
● Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS.
● Would ensure availability of analysts on phones/chats as per the business model requirement.
● Would be responsible for Real time queue monitoring (RTQM)




● Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)
● Will have to manage client Interaction.
● Provide perspective (knowledge of trends and total demand) to WFM leadership, Client, and Ops Leadership
● Assist in detailing and documenting performance impacts to WFM leadership
● Providing accurate and timely information and consultation to Team in support of WFM as required
● Understanding the baseline forecast
● Understanding the dynamic trend data and its application to forecasts
● Understanding the application of business and functional initiatives and its application to forecasts
● Understanding the supply and demand alignment.
● Understanding the break-shift adherence.

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📌 Real Time Analyst (Cali)
🏢 Taskus
📍 Cali