Rtm Executive

Globiva; Gurugram District; On-site; INR 335,000 - 391,000; Full time

Job summary

Globiva is seeking a RTM Executive / Real-Time Analyst for its BPO operations in Gurugram District. The role focuses on real-time monitoring, staffing, and SLA adherence to ensure optimal service levels.

You will track AHT, occupancy, agent login/logout, and intraday staffing, while generating interval reports and coordinating with Workforce Management to close gaps. Strong Excel and analytical skills are required.

Qualifications

• Proficient in Excel and MIS reporting.
• Understanding of BPO metrics such as AHT, SLA, occupancy, shrinkage, adherence, and service level.

Responsibilities

• Monitor real-time call centre performance, including service levels, AHT, occupancy, and adherence.
• Track agent availability, login/logout, breaks, and AUX status.
• Monitor inbound and outbound call volumes and ensure adequate staffing.
• Manage real-time shrinkage, absenteeism, and schedule adherence.
• Coordinate with Operations Team Leaders to manage staffing gaps and improve service levels.
• Prepare hourly, daily, and interval-wise performance reports.
• Identify deviations from targets and take corrective actions to maintain operational efficiency.
• Monitor queue performance and escape issues related to call spikes or system outages.
• Ensure adherence to SLAs and operational KPIs.
• Support workforce management (WFM) with intraday planning and staffing adjustments.

Skills

Excel

MIS reporting

BPO metrics

Analytical

Communication

Job description

Job Description RTM (Real-Time Management) | BPO

Job Title: RTM Executive / Real-Time Analyst Industry: BPO / Call Centre

Department: Operations / Workforce Management

Roles & Responsibilities:

• * Monitor real-time call centre performance, including service levels, AHT, occupancy, and adherence.
• * Track agent availability, login/logout, breaks, and AUX status.
• * Monitor inbound and outbound call volumes and ensure adequate staffing.
• * Manage real-time shrinkage, absenteeism, and schedule adherence.
• * Coordinate with Operations Team Leaders to manage staffing gaps and improve service levels.
• * Prepare hourly, daily, and interval-wise performance reports.
• * Identify deviations from targets and take corrective actions to maintain operational efficiency.
• * Monitor queue performance and escape issues related to call spikes or system outages.
• * Ensure adherence to SLAs and operational KPIs.
• * Support workforce management (WFM) with intraday planning and staffing adjustments.

Required Skills:

• * Good knowledge of Excel and MIS reporting.
• * Understanding of BPO metrics such as AHT, SLA, occupancy, shrinkage, adherence, and service level.
• * Strong analytical and problem-solving skills.
• * Good communication and coordination skills.
• * Ability to work under pressure in a real-time operations environment.

Eligibility:

• * Previous experience in RTM / RTA / WFM in a BPO or call centre is preferred.
• * Relevant experience with real-time monitoring tools and workforce management systems is an advantage.

Salary Budget 30k CTC TO 35K CTC