Workforce Management RTA

A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas.

Key skills for a WFM RTA :

Strong analytical skills to interpret data and make informed decisions quickly

Excellent communication skills to collaborate with operations teams and escalate issues effectively

Ability to work under pressure and make rapid adjustments in a fast-paced environment

Proficiency in workforce management software and tools

Understanding of contact center operations and key performance metrics

Role & Responsibilities

Real-time monitoring :

Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues.

Staffing adjustments :

Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.

Break management :

Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.

Adherence monitoring :

Track agent adherence to their scheduled work times and identify deviations requiring intervention.

Performance reporting :

Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.

Collaboration with operations team :

Work closely with operations managers to identify and address operational challenges, providing insights to improve

scheduling strategies.

Identifying trends :

Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.

Escalation management :

Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.

System management :

Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.

Skills Required

Performance Reporting, contact center operations