Workforce Management (RTA)

WFM - RTA (Real Time Adherence)

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.