WFM RTA Supervisor
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Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.
We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.
Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥
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.
Benefits
What do we offer?
Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.
Benefits:
- Non-taxable Allowances
- HMO and Life Insurance
- Paid Time Offs
- Annual Wellness Subsidy
Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.
That would be it from us - now we are waiting for your move!
#imaginemore
By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.
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
