Senior Executive - RTA

The Real-Time Analyst (RTA) is responsible for continuous real-time monitoring of service levels and critical contact center KPIs such as ASA, abandonment, queues, and agent states to ensure SLA compliance. The role involves managing schedule adherence and shrinkage, addressing agent deviations in real time, and escalating staffing risks or absenteeism as needed. The RTA also executes tactical workforce actions including re-slotting non-call activities, managing OT/VTO, reallocating multi-skilled agents, and coordinating with IT during system issues to stabilize performance during demand fluctuations.

Any Graduate

Real-Time Monitoring and Alerting
Monitor Service Level (SL): Continuously track the percentage of calls answered within the target time (e.g., 80% of calls answered in 20 seconds). This is their most critical metric.
Track Key Metrics: Watch real-time queues, Average Speed of Answer (ASA), and the Call Abandonment Rate. They receive automated alerts when any of these KPIs deviate from the acceptable range.
Agent State Monitoring: Actively monitor individual agent statuses (e.g., Logged In, Available, On Call, Break, Lunch, After Call Work).
2. Adherence and Shrinkage Management
Schedule Adherence: Monitor Agent Adherence, ensuring agents follow their scheduled work states (e.g., they are logged in when scheduled and return from breaks/lunches on time).
Address Deviations: Immediately address any agent deviations from the schedule (unauthorized not-ready states, extended wrap-up time, early logouts) by contacting supervisors to ensure compliance.
Manage Unscheduled Absence: Track and report real-time absenteeism and tardiness, escalating severe staffing shortages to leadership.
3. Tactical Adjustments
When a Service Level is at risk (e.g., unexpected call spike or staff shortage), the RTM is responsible for executing immediate countermeasures:
Re-slot Activities: Pull agents out of scheduled non-call activities (e.g., training, team meetings, coaching sessions) and move them back to the phone queue.
Overtime/VTO: Approve or solicit Overtime (OT) or offer Voluntary Time Off (VTO) to agents if there is a severe staff shortage or surplus, respectively.
Skill/Queue Adjustment: Re-route agents with multiple skills to the most critical queue to manage call flow and load balance.
Communicate System Issues: Instantly report any technical outages (ACD, telephony, CRM issues) to IT and assess the impact on staffing requirements.
Work Experience RTA 2-3 years in WFM