RTA WFM
Core
Monitor and manage real-time contact center performance to ensure Service Level, Occupancy, and productivity goals are met.
Role type
Real-time analyst (WFM)
Builds
Real-time adherence, queue management, and staffing adjustments for contact centers
Domain
Business services / Contact center operations
Deliverable
dashboards & analysis
Required skills
Real-time monitoring, reporting & analysis, stakeholder coordination, WFM tools proficiency, MS Excel
Preferred skills
None stated
Technologies
CMS, IEX, Verint, Nice, Aspect, Genesys, Avaya, MS Excel, Google Sheets
Responsibilities
Monitor real-time adherence, AUX usage, login/logout, breaks, and shrinkage; Prepare and publish intraday, daily, and hourly reports; Coordinate with Operations, TLs, Trainers, and Quality for staffing adjustments; Manage skill changes, queue management, and agent movements in real-time
Seniority
Individual contributor
