WFM RTA Supervisor

The WFM RTA Supervisor will be responsible for managing and overseeing the Real Time Analyst (RTA) team and optimize workforce performance in real time.

Responsibilities:

• Monitor real time agent performance, adherence and productivity
• Continuously assess and refine real-time management process
• Adjust schedules, breaks, and shift swaps based on real time requirements
• Generate Real-time and historical reports on program performance
• Analyze trends and suggest proactive WFM solutions
• Ensure agents adhere to assigned shifts, breaks, and all offline activities
• Handle emergency situations such as system outages, spike in volume, unplanned shrinkages or staffing shortages
• Escalate critical workforce issues to management and suggest corrective actions
• Act as bridge between WFM, operations and other support department
• Implement strategies to minimize idle time and maximize productivity
• Track volumes, queue and service levels to ensure day to day efficiency
• Identify and resolve outliers from plotted schedules and plan
• Coordinate with team lead to manage unplanned staffing issues
• Maintain compliance with labor laws and company policies regarding work hours and schedules
• Work with WFM teams to improve scheduling accuracy.

• At least 3 years of Workforce Management or Real-Time monitoring in a contact center or similar environment.
• 1-2 years of supervisory experience
• Knowledgeable on managing real-time adherence, intraday adjustments and service level performance
• Strong understanding of contact center metrics (e.g., SLA, occupancy, adherence, shrinkage, forecasting, capacity plans)
• Familiar with reporting dashboards, real-time monitoring tools and WFM systems
• Experience handling crisis management and rapid response to real-time challenges
• Advance experience with Excel and/or Google Sheet.
• Advance experience with PowerPoint.
• Excellent Technical Expertise and Problem-Solving Skill.
• Excellent communication and coordination skills to work with operations, and other support departments up to senior leadership.
• Flexibility with work schedule
• Ability to work autonomously.
• Detail oriented and excellent time management skill