RTM Executive

Job Title: RTM Executive (BPO Operations)

Location: Gurgaon

Company: Globiva

Working Days: 6 days a week

Role Overview:

We are looking for a Real-Time Management (RTM) Executive to monitor and manage real-time operations across our BPO floor. The ideal candidate will have strong analytical skills, attention to detail, and the ability to work under pressure while ensuring optimal staffing, shrinkage control, adherence, and service levels.

Key Responsibilities:

• Monitor real-time adherence (RTA) and occupancy across all processes.
• Track login/logout, breaks, and overall agent availability.
• Maintain and circulate AHT, Shrinkage, Occupancy, and Service Level (SL) reports in real-time.
• Raise alerts to Operations in case of any SLA breach or unusual spikes in call volume.
• Ensure minimum idle time and maximize productivity through timely updates to WFM and Ops teams.
• Coordinate with Training, Quality, and HR teams for scheduled/non-scheduled absences.
• Maintain rosters, shrinkage trackers, and intraday reports.
• Support with intra-day re-forecasting and suggest reallocation of resources if required.
• Contribute to attrition tracking and floor movement planning.

Required Skills & Qualifications:

• 1-3 years of experience in RTM/WFM (Real-Time Management) in a BPO setup.
• Strong understanding of BPO KPIs AHT, Shrinkage, SLA, Utilization, Occupancy, etc.
• Good command over Excel, Google Sheets, and WFM tools (like Aspect, Genesys, etc.).
• Quick decision-making ability and strong coordination skills.
• Flexible to work in rotational shifts.

Preferred Qualifications:

• Prior experience in managing domestic/international voice or chat processes.
• Familiarity with attendance systems or productivity tools.
• Analytical mindset and proactive attitude.

Interested candidates can apply by sending their CV to HR Supriya -9289327281