Real Time Management (RTM) Officer

Key Responsibilities:

    • Continuously monitor call queues, agent availability, and overall team performance throughout shifts.
    • Identify trends and anomalies in real-time data to anticipate and address potential service level issues.
    • Proactively manage staffing levels by adjusting schedules and reallocating resources to meet business needs.
    • Communicate with agents and management to address issues, including absenteeism, underperformance, and unexpected volume spikes.
    • Provide real-time performance updates to management and stakeholders, highlighting any issues and proposed solutions.
    • Assist in the preparation of reports on performance metrics and staffing efficiency for regular review.
    • Work closely with other departments, including operations and HR, to ensure alignment on staffing strategies and workforce needs.
    • Facilitate communication between agents and management regarding operational updates and performance expectations.
    • Analyze data to identify opportunities for process improvements and efficiency enhancements within the team.
    • Participate in team meetings to discuss performance metrics and suggest actionable strategies.

Qualifications:

    • Bachelor’s degree in Business, Operations Management, or a related field preferred; relevant experience may be considered.
    • 1 to 2 years' experience in real-time management, workforce management, or a similar role within a BPO or contact center is highly desirable.
    • Strong analytical and problem-solving abilities, with a keen attention to detail.
    • Proficient in workforce management software and data analysis tools.
    • Excellent communication and interpersonal skills, able to work effectively with diverse teams.
    • Ability to work in a fast-paced environment and adapt to changing circumstances.

Post date: Today
Publisher: LinkedIn
Post date: Today
Publisher: LinkedIn