Job Title: WFM Specialist – RTA (Calling)
Industry: Airlines
Location: Gurugram
Job Type: Full-Time
Minimum Qualification: Bachelor's degree in related field from a recognized university
Experience: Overall, 4 years of experience and 2 years in managing RTM with CC Ops
Job Overview
Primary responsibility will be to proactively manage real time call volumes by creating a robust crisis management plan to support any deviations from the forecasted volume
Roles And Responsibilities
- Continuously monitor various real-time metrics relevant to operations, including call volumes, handling times, service levels, and queue sizes using platforms like Genesys and SFDC.
- Gather real-time insights to make informed decision-making to intervene promptly and address issues as they arise.
- Manage and adjust agent assignments and queues in real-time to handle fluctuating call volumes, ensuring optimal staffing levels and service quality.
- Act as a central communication hub, informing relevant stakeholders of current performance metrics and potential impacts on service levels.
- Quickly identify emerging issues or trends that could impact call center performance, such as sudden spikes in call volumes or unexpected agent unavailability.
- Utilize real-time data to identify areas for operational optimization and recommend strategies to improve efficiency and quality of service.
- Develop and execute action plans for potential high-volume events or system outages, ensuring minimal impact on service quality.
- Provide immediate support and guidance to agents during peak periods or when unexpected issues arise, ensuring they have the necessary resources to handle calls effectively.
- Ensure all real-time operations adhere to internal policies and industry regulations, maintaining high standards of customer service and data privacy.
- Track the effectiveness of real-time interventions and adjustments, analyzing their impact on overall call center performance and customer satisfaction.
- Regularly review real-time management processes and tools, seeking opportunities to enhance capabilities and introduce innovations that support dynamic workload management.
Qualifications & Skills
- Overall, 4 years of experience and 2 years in managing RTM with CC Ops
- 5+ years of experience in customer service process/operations/metrics management
- Travel domain experience mandate
- Strong willingness to learn & undergo continuous training
- Ability to work under pressure & Good Team Player
- Excellent spoken & written English
- Excellent knowledge in MS Excel
- Ability to take decision autonomously
- Creative & innovative thinking
- High degree of customer orientation
- Willing to work in 24*7 shift
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