01Overview
We are looking for full time Workforce Management Real-Time Analysts (WFM RTA) who will be responsible for managing and monitoring the contact centers real-time operational performance. This role involves analyzing call center metrics, making real-time adjustments to staffing, and ensuring optimal service levels and effective operations. The RTA will work closely with CS Managers, Supervisors, and contact center agents to balance workloads and maintain service standards.
Additionally, the RTA will support our ongoing configuration and maintenance of call center systems within the client services group as may be required.
Key Responsibilities
Monitor real-time performance metrics, including call volumes, service levels, and agent adherence throughout the day.
Manage staffing levels and schedules in real-time to meet service level targets and operational goals.
Quickly respond to and manage unplanned events, such as system outages, high call volumes, and staffing shortages.
Communicate and coordinate directly with stakeholders on trends and staffing levels to ensure appropriate resource allocation and to address any operational issues.
Use WFM software and tools to manage real-time operations and to make data-driven decisions.
Assist WFM Analyst in generating and distributing real-time performance reports and intraday summaries to management.
Assist WFM Analyst in the setup of current dashboards for regional managers.
Identify and recommend improvements to processes and systems to enhance operational efficiency and service quality.
Work closely with other WFM team members to ensure consistent and effective workforce management practices.
Provide guidance and support to agents and supervisors on real-time adherence and performance metrics.
Qualifications and Skills
A bachelors degree in computer science, business, operations management, or a related field is preferred.
Minimum two years of experience in a workforce management or call center operati .
