WFM -RTA

WFM Real-Time Adherence (RTA) Specialist

Roles and Responsibilities:

• Monitor real-time contact centre metrics including agent status, schedule adherence, service level, occupancy, and queue performance across channels (voice, chat, email, etc.).
• Take immediate action to address any deviations from forecasted staffing levels or KPIs by notifying team leads and escalating issues as needed.
• Track and report on real-time adherence, shrinkage, and productivity; provide hourly updates and intraday dashboards.
• Execute intraday re-forecasting and reallocation of resources when demand changes or service levels deviate.
• Coordinate with operations and team leads to manage unscheduled absences, early logouts, and breaks.
• Maintain accurate real-time records of agent attendance, login/logout trends, and exceptions.
• Use the WFM tool (e.g.,

  Genesys WFM

  mandatory) to monitor live data and apply schedule adjustments.
• Assist with intraday reporting and analytics, contributing to post-day and post-week performance reviews.
• Participate in WFM huddles and provide insights to drive performance improvements.

Mandatory Skills:

• Hands-on experience with Genesys WFM
• Strong understanding of key WFM metrics such as adherence, service level, occupancy, AHT, and shrinkage.
• Ability to work under pressure in a dynamic, fast-paced environment.
• Proficient in Microsoft Excel and able to interpret real-time dashboards and reports.
• Strong verbal and written communication skills for coordinating with teams and providing updates.
• Ability to work in a fast-paced and dynamic environment.

Desired Skills

• Familiarity with multi-channel environments (voice, chat, email).
• Experience in a 24/7 operational setup or global workforce support model.
• Exposure to intraday re-forecasting tools or workforce scheduling systems.
• Detail-oriented with strong time management and prioritization skills.

• Please share your profile at surbhi.malhotra@nlbtech.com