- Fort Lauderdale, Florida, United States
- Full-time · Associate
- 2+ years
The RTA Specialist maintains a real time view of all contact center KPIs including contact types, agent work state, and scheduled activities.
Responsibilities
- Continuously monitor real-time performance metrics including contact volumes, service levels, Utilization, average handling time, and agent availability
- Track and monitor agent adherence to assigned schedules, breaks, and lunches
- Analyze intraday forecasting and real-time data to identify trends and areas of improvement
- Escalate operational issues, system glitches, or unexpected events
- Collaborate with stakeholders to ensure effective coordination and information sharing
Requirements
- Nice to have: multi-site call center real time adherence monitoring
- Nice to have: workforce methodologies
- Nice to have: WFM tools