The WFM RTA Supervisor will be responsible for managing and overseeing the Real Time Analyst (RTA) team and optimize workforce performance in real time.

Responsibilities:

Monitor real time agent performance, adherence and productivity Continuously assess and refine real-time management process Adjust schedules, breaks, and shift swaps based on real time requirements Generate Real-time and historical reports on program performance Analyze trends and suggest proactive WFM solutions Ensure agents adhere to assigned shifts, breaks, and all offline activities Handle emergency situations such as system outages, spike in volume, unplanned shrinkages or staffing shortages Escalate critical workforce issues to management and suggest corrective actions Act as bridge between WFM, operations and other support department Implement strategies to minimize idle time and maximize productivity Track volumes, queue and service levels to ensure day to day efficiency Identify and resolve outliers from plotted schedules and plan Coordinate with team lead to manage unplanned staffing issues Maintain compliance with labor laws and company policies regarding work hours and schedules Work with WFM teams to improve scheduling accuracy.