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.