RTM Specialist

Job Description

Real time monitoring specialist's main role is to monitor and optimize the operational performance in real-time, ensure meeting service level targets while providing exceptional customer experience.  Responsible for managing contact centers service level in different functions to achieve approved targets through monitoring, directing operation leaders and reporting.  Responsible for taking real time decisions related to operations efficiency, escalate when needed to operations management.  Responsibilities:

• Monitor and manage the real-time contact center performance and make staffing adjustments as needed to meet service level goals. 
• Acting during the day when actual performance is significantly different from the assumptions used to create the forecast and/or schedule. 
• Re-planning staffing and scheduling for the near-term period. 
• Analyze call volume, agent availability, adherence, and other key metrics to identify trends and opportunities for improvement. 
• Provide regular reports and analysis to management on contact center performance. 
• Monitor the relevance of agents' profile, skills, and attendance. 
• Collaborate with workforce management to ensure accurate forecasting and scheduling. 
• Collaborate with other departments to ensure alignment of staffing and scheduling with business needs. 

Job Requirements

• Experience in real-time monitoring and analysis within a contact center or customer service environment. 
• Flexibility to work shifts, including evenings, weekends, and holidays, as needed. 
• Detail-oriented with the ability to multitask effectively in a fast-paced environment. 
• 1+ years of experience in customer support or a related field. 
• Proficiency in WFM system and Microsoft Excel. 
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities. 
• Knowledge of contact center processes and metrics. 
• Strong analytical and problem-solving skills. 
• Strong communication and collaboration skills to work effectively with cross-functional teams.