WFM RTA Supervisor

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The WFM RTA Supervisor will be responsible for managing and overseeing the Real Time Analyst (RTA) team and optimize workforce performance in real time.

Responsibilities:

Monitor real time agent performance, adherence and productivity
Continuously assess and refine real-time management process
Adjust schedules, breaks, and shift swaps based on real time requirements
Generate Real-time and historical reports on program performance
Analyze trends and suggest proactive WFM solutions
Ensure agents adhere to assigned shifts, breaks, and all offline activities
Handle emergency situations such as system outages, spike in volume, unplanned shrinkages or staffing shortages
Escalate critical workforce issues to management and suggest corrective actions
Act as bridge between WFM, operations and other support department
Implement strategies to minimize idle time and maximize productivity
Track volumes, queue and service levels to ensure day to day efficiency
Identify and resolve outliers from plotted schedules and plan
Coordinate with team lead to manage unplanned staffing issues
Maintain compliance with labor laws and company policies regarding work hours and schedules
Work with WFM teams to improve scheduling accuracy.

Experience & Requirements

At least 3 years of Workforce Management or Real-Time monitoring in a contact center or similar environment.
1-2 years of supervisory experience
Knowledgeable on managing real-time adherence, intraday adjustments and service level performance
Strong understanding of contact center metrics (e.g., SLA, occupancy, adherence, shrinkage, forecasting, capacity plans)
Familiar with reporting dashboards, real-time monitoring tools and WFM systems
Experience handling crisis management and rapid response to real-time challenges
Advance experience with Excel and/or Google Sheet.
Advance experience with PowerPoint.
Excellent Technical Expertise and Problem-Solving Skill.
Excellent communication and coordination skills to work with operations, and other support departments up to senior leadership.
Flexibility with work schedule
Ability to work autonomously.
Detail oriented and excellent time management skill