Assoc Mgr-WFM Management

Team Lead – Real Time Analyst (RTA)

We are seeking an experienced Team Lead – Real Time Analyst (RTA) to oversee real‑time workforce operations in a fast‑paced contact center environment. This role requires strong leadership capabilities and hands‑on expertise in managing real‑time performance across inbound and outbound voice channels.

Key Responsibilities

• Real‑Time Operations Management: monitor and manage real‑time queues, call volumes, and staffing levels; drive SLA performance through proactive intraday interventions; analyze performance vs forecast and initiate corrective actions; manage queue skilling, shrinkage adjustments, and call distribution strategy.
• Team Leadership & Management: lead, coach, and mentor a team of RTAs; conduct regular performance reviews, feedback, and development planning; ensure adherence to WFM processes, discipline, and quality standards; drive accountability and ownership across the team.
• Workforce...