Workforce Management RTA
Job Summary
Supporting real-time monitoring and workforce coordination activities, the full-time remote Workforce Management RTA will track performance metrics, assist with staffing adjustments, and collaborate with operations teams to ensure service levels are maintained.
Key responsibilities
- Monitor real-time performance metrics, including call volume and adherence levels
- Assist with intraday staffing adjustments to meet operational targets
- Support reporting and tracking of daily performance metrics and workforce data
Required qualifications
- Bachelor's degree or equivalent combination of education and experience
- 1+ years of experience in workforce management or related customer experience operations
- Experience with real-time adherence and queue monitoring
- Working knowledge of Verint, ACD dashboards, and Microsoft Excel
- Experience in multi-site or omnichannel service environments preferred
Complete Job Description
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