RTA A2 at EXL Talent Acquisition Team

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

12 Jul, 26

Salary

0.0

Posted On

13 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Real-time monitoring, Service level management, Call center operations, Schedule adherence, Shrinkage management, KPI tracking, Staffing optimization, Queue management, Data analysis, Reporting, Communication, Problem solving, Technical troubleshooting, Workforce management

Industry

Business Consulting and Services

Description

Monitor Service Level (SL): Continuously track the percentage of calls answered within the target time (e.g., 80% of calls answered in 20 seconds). This is their most critical metric. • Track Key Metrics: Watch real-time queues, Average Speed of Answer (ASA), and the Call Abandonment Rate. They receive automated alerts when any of these KPIs deviate from the acceptable range. • Agent State Monitoring: Actively monitor individual agent statuses (e.g., Logged In, Available, On Call, Break, Lunch, After Call Work). 2. Adherence and Shrinkage Management • Schedule Adherence: Monitor Agent Adherence, ensuring agents follow their scheduled work states (e.g., they are logged in when scheduled and return from breaks/lunches on time). • Address Deviations: Immediately address any agent deviations from the schedule (unauthorized not-ready states, extended wrap-up time, early logouts) by contacting supervisors to ensure compliance. • Manage Unscheduled Absence: Track and report real-time absenteeism and tardiness, escalating severe staffing shortages to leadership. 3. Tactical Adjustments When a Service Level is at risk (e.g., unexpected call spike or staff shortage), the RTM is responsible for executing immediate countermeasures: • Re-slot Activities: Pull agents out of scheduled non-call activities (e.g., training, team meetings, coaching sessions) and move them back to the phone queue. • Overtime/VTO: Approve or solicit Overtime (OT) or offer Voluntary Time Off (VTO) to agents if there is a severe staff shortage or surplus, respectively. • Skill/Queue Adjustment: Re-route agents with multiple skills to the most critical queue to manage call flow and load balance. • Communicate System Issues: Instantly report any technical outages (ACD, telephony, CRM issues) to IT and assess the impact on staffing requirements.

Responsibilities

The RTA monitors real-time call center KPIs such as service levels, ASA, and abandonment rates to ensure operational targets are met. They also manage agent schedule adherence and execute tactical adjustments like skill-based routing and overtime approvals during call spikes.