Real Time Analyst (RTA) Executive – Global – Kolkata

Join our team at Fusion CX as a global Real Time Analyst (RTA) Executive in Kolkata, where you will play a crucial role in optimizing our call center operations. We seek individuals with a strong work ethic, advanced Microsoft Excel skills, and experience in workforce management. As part of our team, you will collaborate closely with operations to improve delivery processes, generate innovative ideas for process enhancement, and produce accurate reports to drive performance. If you’re proactive, adaptable, and thrive in a fast-paced environment, we encourage you to apply and be part of our dynamic team dedicated to excellence in customer service.

Job Description

Main Responsibilities:

  • Manage call volume, daily attendance, and program break schedules to ensure operational efficiency.
  • Collaborate closely with the operations team to analyze delivery processes and identify areas for improvement.
  • Generate ideas for process and service enhancement, contributing to continuous improvement initiatives.
  • Produce daily, biweekly, and monthly internal and external reports to track performance metrics.
  • Assist with various projects and additional duties as assigned by management.

Job Requirements

Education and Experience:

  • Bachelor’s degree or equivalent education preferred.
  • Minimum of 1 year of experience in Workforce Management RTA role.
  • Graduation or non-graduation qualifications are acceptable.

Skills and Qualifications:

  • Demonstrated strong work ethic and reliability.
  • Proficiency in advanced Microsoft Excel, including advanced formulas, as well as Word and Email.
  • Experience with IEX, CMS, and Avaya systems preferred.
  • Ability to create detailed reports in Excel and forecast results effectively.
  • Meticulous attention to detail and a high level of accuracy in work.
  • Capable of multitasking, maintaining focus, and completing tasks within specified timeframes.
  • Previous experience in a call center environment is essential.
  • Prior experience in Workforce Management is an advantage.

Personal Attributes:

  • Proactive and capable of taking initiative.
  • Flexible team player with a positive and collaborative attitude.
  • Strong time management skills with the ability to work independently and meet deadlines.
  • Competent in managing multiple projects concurrently.
  • Friendly, professional demeanor with excellent communication skills.
  • Organized and adaptable to changes in a dynamic work environment
  • Exceptional attendance record and punctuality.
  • Proficient in problem-solving and decision-making.

Why Join Fusion CX:

Joining Fusion CX means being part of a team dedicated to efficiency and excellence in customer service. Here, you will have the opportunity to contribute to meaningful projects, collaborate with talented colleagues, and grow both personally and professionally. With a positive and supportive work culture, a career at Fusion CX offers a dynamic environment where your skills and dedication are valued and rewarded. Apply now for the role of the global Real Time Analyst (RTA) Executive in Kolkata and embark on a rewarding career journey with us.

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Fusion CX does not employ brokers or agencies for recruitment purposes and never requests payment of any kind from job applicants. All legitimate job openings can be accessed directly through our official careers page. Beware of fraudsters claiming to represent Fusion CX and always verify the authenticity of any recruitment communication.



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