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FE
RTA A2
Fa Ewjt Saasfaprod1 · Pune, Maharashtra, India
About The Role
Monitored real-time call center KPIs (Service Level, ASA, Abandonment) and agent states to ensure operational targets. Managed schedule adherence, shrinkage, and addressed deviations promptly. Executed tactical actions during call spikes, including OT/VTO approvals, skill-based routing, and activity re-slotting.
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