Lead RTA in this role get to:
Be the expert:
- Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR .
- Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
Extend support:
- Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants .
- Coordinate offline activities.
- Prepare EOD performance analysis reports
Strengthen relationships:
- Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
- Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs