Assistant Manager - MIS/RTA
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Solid critical thinking, problem solving, and interpersonal skills
- Demonstrates ability to give and receive feedback with peers and business partners
- Ability to work independently with minimal supervision
- Must demonstrate sound arithmetic, analytical and problem solving ability.
- Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
- Excellent verbal, written and comprehension skills
- Lead and coach the RTA team to ensure effective real-time monitoring, adherence management, and intraday control
- Monitor call volumes, AHT, shrinkage, and agent availability to proactively mitigate SLA risks
- Take real-time corrective actions such as skill reallocation, overtime, VTO/VOL, and schedule adjustments
- Act as the primary point of contact for Operations, WFM, and stakeholders during intraday performance issues
- Ensure accurate real-time adherence tracking and timely communication of deviations to leadership
- Analyze intraday trends and provide alerts, forecasts, and recommendations to optimize performance
- Maintain high data accuracy and governance across real-time dashboards and MIS reports
- Support root cause analysis for SLA misses and drive continuous improvement initiatives
- Prepare and share intraday, EOD, and performance summary reports with actionable insights
- Drive process improvements, standard operating procedures, and best practices within the RTA function
- Manage, maintain, and continuously enhance MIS and performance reporting requirements for the campaign. Design and deliver dashboards, scorecards, and presentation decks for business reviews and leadership meetings.
- Automate recurring reports using basic automation techniques to improve efficiency and accuracy.
- Perform basic data analysis, identify trends and gaps, and provide actionable recommendations to improve KPIs.
- Ensure data integrity, consistency, and timely delivery of reports across stakeholders.
- Communicate insights, risks, and performance updates effectively to internal and external customers.
- Partner with Operations, WFM, and clients to support data-driven decision-making.
- Very proficient with Microsoft Excel.
- Ability to scrub, dissect and visualize data; create customized reports.
- Power Platform -Power Automate and Power BI
- Office 365 – MS Office, Forms, SharePoint.
- Experience on different telephony and WFM platforms.
- 2+ year of analysis and reporting experience.
- Team Management.
- Data visualization and storytelling.
- Any amount of experience in programming (VBA or SQL) is a plus.