Zahiruddin Nizamuddin Shaikh
RTM Lead Associate at WNS Global Services
- Role
- Rtm Lead Associate at WNS
- Location
- Pune, IN
- LinkedIn followers
- 500 followers
Experience
Rtm Lead Associate
May 2020 — Present
Real Time Management:§Monitor queues/skills real time to ensure key metrics like SL, AHT and abandon targets are met§Ensure schedules are followed and breaks are adhered to§Minimize variations between delivery and plan§Minimize leakages through system downtime, cab delays, tardiness etc.§Prepare and maintain reports showcasing Interval level performance, daily/weekly/monthly performance reports etc.§Ad-hoc reporting of metrics§Perform RCA for any misses and provide insight to all stakeholders§Adjust schedules to meet requirements on a real time basis§Report deviations, Plan vs. Actual and it’s implication.
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