WFM RTM Supervisor
Core
Lead a team of Real Time Analysts to monitor queue status, adherence, and business KPIs, ensuring timely staffing adjustments to protect key metrics.
Role type
Senior IC Workforce Management Supervisor (Real Time Management)
Builds
Real-time staffing solutions and operational stability for multi-skilled customer contact centers
Domain
Business Process Outsourcing (BPO) / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Real Time Management, Workforce Planning & Scheduling, Team Leadership, KPI Monitoring, Staffing Strategy, Stakeholder Communication, Coaching & Feedback, Quantitative Analysis, Phone System Reporting
Preferred skills
Experience with Verint, Nice, IEX, Cisco, Microsoft Office Suite, Strategic Advisory
Technologies
Verint, Nice, IEX, Cisco, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook
Responsibilities
Lead a team of Real Time Analysts; Monitor real-time queue status and teammate adherence; Execute communication strategy between RTA team and stakeholders; Recommend real-time staffing strategies; Direct staffing alignment to minimize customer impact; Act as a trusted advisor to leadership teams.
Seniority
Senior, hands-on IC
