Real Time Monitoring Agent-WFM

Full job description

Job Title: Real Time Analyst – WFM

Location: Gurugram

Salary: Up to 35k

Working Days: 6 days/week

Shift: Rotational Shift

Experience: 1 year

We are looking for a skilled RTA (Real-Time Analyst) with experience in Genesis and Avaya systems to join our team in Gurgaon. The ideal candidate will have at least 1 year of experience in real-time monitoring and managing call center operations. You will be responsible for ensuring optimal resource allocation, managing agent schedules, and maintaining smooth operations within the insurance sector.

Responsibilities:

• Monitor real-time call center operations using Genesis and Avaya systems.
• Ensure adherence to service level agreements (SLAs) and KPIs.
• Manage agent schedules, break times, and adherence to shifts.
• Provide real-time adjustments to meet business needs and optimize resource utilization.
• Generate and analyze performance reports to identify trends and provide actionable insights.
• Coordinate with team leaders and managers to ensure smooth operations and resource optimization.

Qualifications:

• 1 year of experience in a similar RTA role, specifically with Genesis and Avaya.
• Basic understanding of call center operations and real-time monitoring tools.
• Strong communication and problem-solving skills.
• Ability to work under pressure and handle multiple tasks efficiently.
• Proficiency in Microsoft Office and relevant scheduling tools.
• Benefits:
• Competitive salary package
• Opportunities for career growth and skill development

Job Types: Full-time, Permanent

Pay: ₹30,000.00 – ₹35,000.00 per month

Schedule:

• Rotational shift

Application Question(s):

• Do you have experience in Avaya or Genesis system?
• Are you an immediate joiner?

Education:

• Bachelor’s (Required)

Work Location: In person