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WFM RTA

WFM RTA

Taskus

2 - 7 years

2 - 6 Lacs

mumbai hyderabad

Posted:2 days ago| Platform:

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Skills Required

career development rta digital services wfm customer experience project management program management business analysis business development presales total rewards food preparation employee engagement compensation rfp performance management

Work Mode

Work from Office

Job Type

Full Time

Job Description

The main roles and responsibilities of a Real-Time Analyst (RTA) in Workforce Management (WFM) are to monitor, analyze, and adjust operations in real-time to ensure service level agreements (SLAs) are met. This includes monitoring call/queue volumes and agent availability, managing staffing adjustments, tracking agent adherence to schedules, and providing real-time reports to operations teams. The RTA acts as the first line of defense for operational efficiency, supporting agents and optimizing performance in the moment.

Key responsibilities

Real-time monitoring:
Continuously track call/chat volumes, agent status (available, on-call, on break), and queue lengths to identify potential issues.

Staffing adjustments:
Proactively adjust agent schedules, such as moving agents between queues or adding/removing them from specific tasks, to handle real-time fluctuations in demand.

Adherence management:
Monitor and ensure agents are following their scheduled activities (e.g., breaks, training, calls) and identify deviations that may require intervention.

Intraday forecasting and reporting:
Generate and provide real-time reports on key metrics like service levels, call volume, and adherence to operational leaders.

Support and collaboration:
Work directly with supervisors and agents, communicating via tools like Teams, to provide support, escalate issues, and help resolve problems that arise in real-time.

Break and absence management:
Ensure agents take their scheduled breaks and manage unplanned absences to maintain optimal staffing levels.

Issue resolution:
Act as the first point of contact for immediate issues, such as a sudden spike in call volume or an unexpected agent absence, and take corrective action.

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New Braunfels Texas

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WFM RTA