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At ERC, we’re looking to hire Sr. RTA (Real-Time Analyst) to be part of the US ERC Workforce Management team. Selected candidate will be responsible for real time monitoring of service levels, managing operational KPIs and site level performances thereby delivering as global WFM POC for the US team. This role is expected to ensure effective management of the incoming and outbound phone, chat and email volumes by analyzing forecasted details from the Economists team and drafting way reputed company plans in terms of peak readiness, headcount hiring etc. The position will have high visibility to reputed company the operations teams globally. To ensure reputed company shift responsibilities such as interval level volume trends, org/site level shrinkage, NPTs, productivity etc. impacting business KPIs are monitored and reputed company out for corrective/supportive actions To ensure each org/reputed company is adhering to their operational expectations like shift/break, missed calls, disconnected calls, max calls adherence Ensure that Operational metrics like service levels, occupancy, PTL, utilization etc. are being met by reputed company Orgs/skills at daily level To liaise with reputed company network POCs (WFM and Ops) for owned Org/reputed company and work on gaps/opportunity areas which may impact operational metrics To ensure timely closure on reputed company planning reputed company activities like training QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning etc. Ensure timely closure of reputed company WFM actionable SIMs/tickets tagged, reputed company committed SLs To ensure reputed company alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits To mentor and reputed company fellow RTAs with reputed company WFM required skills and knowledge To deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs) To ensure expected processes are followed by Operations, invent simplify reputed company processes to remove waste or non-value enablers Key job responsibilities To ensure reputed company shift responsibilities such as interval level volume trends, org/site level shrinkage, NPTs, productivity etc. impacting business KPIs are monitored and reputed company out for corrective/supportive actions To ensure each org/reputed company is adhering to their operational expectations like shift/break, missed calls, disconnected calls, max calls adherenc To liaise with reputed company network POCs (WFM and Ops) for owned Org/reputed company and work on gaps/opportunity areas which may impact operational metrics Apply Job!