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Real Time Monitoring (RTM) Specialist

2 to 4 Years Experience

Tech Mahindra

With business certificates
7F eBloc 3 Bldg., IT Park, Lahug, Cebu City, Cebu
Posted on : February 06, 2019
Job ID : 301461

Details

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD 4.2 billion company with 117,000+ professionals across 90 countries, helping over 825 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra is amongst the Fab 50 companies in Asia (Forbes 2016 list).
 
We are part of the USD 17.8 billion Mahindra Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractorsutility vehiclesafter-marketinformation technology and vacation ownership.
 
REAL TIME MONITORING (RTM) SPECIALIST
 
Responsibilities
  • Monitor real time adherence, call statistics with Supervisors to ensure on/off phone activity is managed efficiently throughout the day
  • Monitoring of sick line, tardiness, etc and entering real time exceptions into scheduling softward (absences, tardiness, meetings, projects, coaching, overtime etc.)
  • Maintain project goals on a daily, monthly basis (service level, occupancy, AHT etc.)
  • Generate and communicate off phone activity reports, staffing issues, performance measures and call statistics to appropriate members of management
  • Monitor intra-day call volume to ensure call volume is compliance to forecast agreements
  • Demonstrates professional behavior, team work, punctual, dependable and adheres to company policies and procedures
  • Accepts other duties as assigned
Requirements
  • Excellent business analysis, communication and documentation skills
  • Well versed in contact center specific Workforce Management concepts and tools
  • Ability to deliver results in a fast paced and dynamic environment
  • Ability to present a professional image and demeanor to internal and external customers
  • Ability to communicate effectively both orally and in writing with internal and external customers
  • Basic knowledge of pCs and related software like MS Office
  • Demonstrates organizational skills and the ability to handle confidential material
  • Experience with Workforce Management tools (e.g. Blue Pumpkin, Verint, Witness, eWFM IEX), Avaya and MS Office
  • 2-3 years experience in the field
 
For more information about our company, visit our website:


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