Contact Center Supervisor
1 day ago
Job Overview
">The RTA Supervisor will play a critical role in ensuring the success of our contact center operations. The ideal candidate will possess strong leadership skills, experience in workforce management, and proficiency in Microsoft Office tools.
">Responsibilities
">- Lead a team of RTA analysts to achieve business objectives.
- Ensure schedule adherence and KPI deliveries.
- Monitor skilling changes for various units within a business.
- Create intraday and historical reporting to share business KPI delivery with stakeholders.
- Present performance review presentations to stakeholders with statistical and analytical insights.
Requirements
">- 6+ years of WFM experience with hands-on experience of IEX and CXOne.
- Working knowledge of WFM tools like Verint, Genesys, Aspect, and Calabrio.
- Advanced Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word, and Outlook.
- Experience with tools like Python, R, etc., will be an added advantage.
- Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
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