Realtime Analyst

RTA Roles and Responsibilities

• Real-time Queue monitoring

• Incident tracking, logging, and escalations.

• Will check for Schedule adherence.

• Needs to do analysis on daily MIS reports.

For E.G.

1. At any given slots, more breaks have been rostered, and he couldn't control the call volume, needs to pass feedback to the scheduler to rework the schedules.

2. If the call volumes and AHT vary on particular days of the month in a particular slot the feedback should be provided to the forecaster to rework the forecast

• Escalation to be made to the management regarding:

1. High Call Volume.

2. High Absenteeism.

3. Downtime.

4. Non-adherence to shift timings / Breaks by the Agents.

5. Lateness

6. Update on contractually & Internal KPI MET NOT MET.

• Accuracy to be maintained for all reports that are generated by the RTA team and also need to be sent to Operations.

• Roster Adherence to be followed, and any deviations from the same need to be highlighted to the Operations and Scheduling team

• ESMS tool to be used effectively, and all escalations to be done through this tool, as well as sending emails for any non-adherence to the activity against the schedule.

• Timely & accurate updating of the Attendance to be maintained.

• EOD to be sent to all stakeholders.

• If the Operations is calling for a SAC off, need to take approval from the process head

• Needs to check that no Agent is working for more than six days in a week. If yes, then we need to highlight it to Operations Managers

• In case of shift swaps needs to check that the difference between the two shifts of an agent in more than 12 hours, and is informed 48 hrs in advance.

• The Real-Time Team, once on shift, should review the previous day's performance. Then review the requirement and planned staffing for the current day. Inform Ops AM and Manager if there are any shortfalls. Plan for extra support required (Team Leaders and Support staff login) on the affected intervals.

• In the event, the agents inform about their absence in advance, this information needs to be communicated to the Real-Time Team by the Operations SPOC by the End of Business. The Real-Time Team will check the rosters and inform the operations team of the list of agents who have an off day for the next day. The Operations Team will ensure they call in agents to do a SAC Off to cover the shortfall.