RTA - WFM

Digitide Solutions Limited; Mumbai Suburban, Navi Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Digitide Solutions Limited is seeking a RTQM Executive to join our Customer Care team in Mumbai. You will bridge customers and the organization, ensuring top-notch service, resolving inquiries, and maintaining accurate reports and dashboards.

You will monitor real-time queues, SLA performance, and workforce utilization while handling multiple client requirements with confidentiality and a proactive, performance-driven approach.

Qualifications

• MS-Excel knowledge is mandatory.
• PowerPoint knowledge is an added advantage.
• Ability to handle multiple clients, roles and requirements.

Responsibilities

• Act as liaison between customers and the organization.
• Handle customer inquiries with timely and accurate information.
• Resolve issues and complaints to drive satisfaction and loyalty.
• Monitor real-time operations to ensure optimal queue management.
• Track and maintain SLA performance and dashboards for accuracy.
• Maximize manpower utilization and productivity.
• Monitor and report on shrinkage and workforce metrics.
• Generate and maintain process and client reports.
• Update dashboards with high accuracy.
• Maintain confidentiality of reports and data.
• Knowledge of chat, inbound, outbound and back-office processes.
• Demonstrate proactive attitude and performance-focused mindset.

Skills

MS-Excel

MS PowerPoint

Multitasking

Education

Undergraduate acceptable

Job description

Job Description

The RTQM Executive will play a crucial role in our Customer Care team, acting as a key liaison between our customers and our organization. Your primary responsibility will be to ensure that our customers receive the highest level of service and support, fostering strong relationships and driving customer satisfaction. You will be responsible for handling customer inquiries, providing timely and accurate information, and resolving any issues or complaints that arise.

Responsibilities

• Knowledge on Real time monitoring/Queue management.
• Responsible for Real time queue management
• Monitor SLA to ensure that the same is running at an optimum level.
• Maximize utilization of manpower.
• Monitor and Track Shrinkage.
• Generate and maintain all process and client related reports.
• Updating Dashboards. (with 100% accuracy)
• Maintaining forecast accuracy between the set targets.
• Preparation of ad-hoc reports
• Keeping confidentiality of reports.
• Knowledge on Chat/ Inbound/Outbound/Backoffice process.
• Proactive attitude with a commitment to performance.

Requirements

1. MS-Excel knowledge would be Mandate.
2. Knowledge in MS Power point would be an added advantage.
3. Should be able to handle multiple clients, roles, & requirements.

Qualifications

• Undergraduate can also apply.