RTA Manager

Overview

Workforce Manager manages the day-to-day operation of the Workforce Management Real time adherence team. Maintains service levels while keeping overtime costs to a minimum and Creates policies and procedures to standardize specific Workforce management functions.

Responsibilities

 Provides support to other members of management, as needed.
 Co-Leads workforce forecasting, scheduling, and load balancing for call activities at site, optimizing
service, and quality levels while ensuring most efficient use of resources.
 Develops, implements, maintains, and communicates the site work schedule
 Develops and maintains schedule for all transaction based work (e.g., calls, correspondence,
training, meetings, etc.)
 Analyzes call volume patterns to manage work shifts, lunches, and breaks
 Adjusts workforce requirements based on changing/dynamic forecasts; reforecast when necessary
 Collaborates with supervisors to identify and track both planned and unplanned absences
 Ensures schedules are generated on a regular basis that coincide with the forecast
 Manages and analyzes operational and workforce data to review and reforecast requirements
 Generates forecasts on an intra-daily, daily, weekly, monthly, and annual basis for all workgroups,
and compare actual results to forecasts, identifying opportunities for improvement and
recommending solutions
 Identifies call volume trends and averages on a monthly and quarterly/seasonal (when necessary)
basis
 Establishes and maintains communication channels regarding events that impact call volumes
 Collaborates with key business partners and staff to identify opportunities for improvement of
resource utilization and service levels
 Advises Operations Managers and Supervisors regarding balancing work volume
 Advises Site Director/Manager regarding forecasting/planning based on actual experience and trend
analyses
 Partners with staff and leadership (e.g., Site Directors, Operations Managers, Supervisors) within
and across sites to identify business opportunities based on analysis of reports (e.g., consolidate
queues, change phone hours)
 Analyzes, develops action plan, and resolves service delivery and/or service level issues
 Manages all scheduling-related communications to the site
 Creates and maintains real time, historic and custom reports relevant to real-time monitoring,
scheduling and forecasting
 Manages administration of workforce scheduling area
 Develops and maintains business continuation/disaster recovery plans for site as it relates to call
routing.
 Manages workforce Real-time Supervisors
 Participates in hiring workforce related manpower requirements
 Manages the team to obtain desired performance
 Provide formal and informal performance feedback on an ongoing basis

Qualifications

REQUIREMENTS:
 Bachelor’s Degree (any field)
 At least 5 years of related experience in call center workforce management preferably with a global
command center set up; 3 years related experience gained in a managerial capacity
Knowledge
 Proficient in the use of commonly used WFM tools such as CMS, IEX Total View (highly preferred),
eWFM, Blue Pumpkin, advanced Excel
 Knowledge of Six Sigma methodologies preferably with Black and Greenbelt certification
 Knowledge of Call Center operations and procedures
Skills
 Excellent communication skills
 Excellent presentation and analytical skills
 Strong interpersonal skills at both individual and team level
 Must possess effective organizational skills and time management skills
 Strong reporting skills
Abilities
 Ability to effectively lead a team and foster professional working relationships and high standard of
work ethics
 Possesses a collaborative working style and the ability to work independently and in a team
environment.
 Ability to plan, organize, and schedule work flow to meet rigid project deadlines
 Adaptable and able to move with change while maintaining a positive attitude
 Ability to work on several projects simultaneously
 Ability to communicate professionally with all levels of management
 Ability to work on a flexible schedule (graveyard/shifting schedule)