Summary

The WFM Realtime Analyst (RTA) is responsible for monitoring and managing the intraday performance of all operational teams, including multi-channel Contact Center (voice, chat, email, social) and Back Office (task-based) work streams. The primary goal is to ensure optimal staffing, maximum efficiency, and the consistent achievement of all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across all supported channels and departments.

What Part Will You Play?

• Intraday Management & Performance Monitoring: Proactively monitor agent activity, work queues, volume, and service level performance across all channels (voice, chat, email, etc) and Back Office tasks/queues.
• Track agent adherence to schedules, including start times, breaks, lunches, and non-productive time (e.g. meetings, training), escalating significant deviations to Operations management immediately.
• Monitor Back Office work queues, ensurin...