Senior Analyst-RTA

Overview

Senior Analyst-RTA at Sagility, responsible for ensuring smooth and efficient operation of business processes by monitoring and analyzing real-time data and making timely decisions.

What you'll do

• Manage daily operations by assessing operational drivers (staffing, volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjust intraday schedules to meet service goals.
• Manage engagement with the client.
• Monitor intraday performance, make decisions, provide sound judgement and consult with the operations team for recommendations to improve real-time performance, including calling for OT/time off.
• Lead and execute the week-ahead planning process and collaborate with operations to provide background and insight to tell the week in review and communicate action plans.
• Facilitate on and off boarding of crew members.
• Perform analysis of data to surface trends and insights using analytical methods.
• Drive changes based on business needs and act as a resource and POC during contingency events, including weather events and system outages.
• Initiate, develop and implement improvements to workflows and processes and participate in special projects.
• Coordinate all service-impacting application and telephony downtime or outages affecting volumes for forecasting scrubbing with global operations.

What you'll need

• Any graduate or diploma.
• Minimum 2 years of relevant experience as an RTA.
• Highly self-motivated, multi-task-oriented team member with ability to self-manage tasks to completion within structured timelines.
• Strong technical documentation skills.
• Ability to be a team player and communicate with a wide range of individuals, including the operations team.
• Problem solving and analytical skills.
• Excellent English communication skills.

Nice to have

• Knowledge of WFM systems applicable for the account, e.g. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint.
• Experience in planning, implementing, utilizing, and supporting a Workforce Management system.

Details

• Location: Hyderabad, India.