Workforce Management RTA, Professional

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee real-time performance metrics such as call volume, queue activity, and adherence levels.

• Aid in adjusting staffing levels throughout the day to sustain service standards and achieve operational goals.

• Assist in the reporting and tracking of daily performance metrics and workforce data.

• Work alongside operations teams to relay performance updates and assist in resolving issues.

• Adhere to established workforce management protocols and participate in ongoing improvement initiatives.

• Monitor live operational performance and adapt to changes in staffing and service requirements.

• Engage regularly with Operations, WFM, Scheduling, Capacity Planning, Training, Quality, Reporting, Technology, and other cross-functional teams.

• Contribute to enhancements in service performance, workforce efficiency, and customer experience outcomes.

⛳️ Requirements

• A bachelor's degree or an equivalent combination of education and experience.

• A minimum of 1 year of experience in workforce management, real-time adherence, contact center operations, operational planning, reporting, analytics, or a related field in customer experience operations.

• Experience in supporting real-time adherence, intraday workforce management, queue monitoring, or staffing activities.

• Familiarity with monitoring service levels, staffing, adherence, volumes, or other real-time operational performance metrics.

• Preferred experience in multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service settings.

• Proficient in Verint, ACD dashboards, adherence tools, Microsoft Excel, and operational reporting.

• NICE experience is an advantage.

• Strong analytical, critical-thinking, problem-solving, and decision-making skills.

• Excellent written and verbal communication skills, with the ability to convey operational risks and actions effectively.

• Experience working across U.S. and global delivery teams or in cross-functional operational environments is preferred.

• Must be available to work during PST hours.

🏝️ Benefits

• Flexibility in work arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.