Specialist - RTA

Everise • Washington, NV

2d • Hybrid

About The Position

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 being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Requirements

• Minimum of 15 months experience in WFM RTA domain.
• Flexible and willing to work 24/7 environment.
• Very good proficiency in MS Excel.
• Strong analytical and communication skills.
• Know how to analyze performance data in real time.

Nice To Haves

• Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage.
• Knowledge of Workforce management software.
• Experience on Verint (WFM tool) or any other tool is a plus.

Responsibilities

• 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, forecast deviations etc.
• Constantly monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined.
• Responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)
• Manage client & stakeholder requirements.
• Provide knowledge of trends and total demand and providing relevant inputs to WFM leadership, Client, and Ops Leadership
• Assist in detailing and documenting performance impacts to WFM leadership.
• Compare call forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them.
• Provide performance analysis to ensure accurate, timely reporting to support business decisions.
• Interaction with other departments to improve the performance indicators.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed