Real Time Associate

The RTA is responsible for monitoring intraday performance, managing real-time adherence, and making tactical decisions to ensure service levels and business objectives are met. This role requires quick thinking, strong analytical skills, and effective communication with both leadership and frontline staff.

Key Responsibilities (But not limited to):

• Monitor real-time contact center performance, including call volume, average handle time, staffing levels, and adherence.
• Take immediate action to address intraday variances, including adjusting skilling, or recommending overtime/early release.
• Communicate intraday performance updates and risks to operations leaders.
• Manage and track schedule adherence, escalating issues when necessary.
• Maintain intraday staffing reports and dashboards for leadership visibility.
• Support outage management and unplanned events by adjusting resources and rerouting workload.
• Partner with schedulers and forecasters to provide feedback for continuous improvement.
• Document intraday decisions and performance trends for post-day analysis.
• Incident Management: Efficient handling and resolution of incidents or exceptions related to Sched Adh.
• Multi-Channel Monitoring: Active monitoring of multiple channels to ensure smooth operations and timely responses.
• Communication Bridge: Serve as a communication bridge between Operations (OPS) and the client's Workforce Management (WFM) teams.
• Collaboration and Coordination: Facilitate collaboration between teams to enhance operational efficiency and problem resolution.
• Proactive Issue Resolution: Identify and address potential issues before they escalate, ensuring minimal disruption to services.
• As a plus: Previous knowledge in Nice IEX, Verint, Excel advanced , Tableau.

Preferred candidate profile

Real Time or Capacity planning experience