Rtm Supervisor

RTM Supervisor Real Time Management (RTM) Supervisor as part of the Global Workforce Management team (WFM) is responsible for leading a team of Real Time Analysts who are engaged in real time resource management of in-center and remote teammates. Establishes effective relationships with internal and external partners including Business Operations, WFM Planning and Client Teams to ensure, staffing metrics, real time metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy. Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business. Qualifications Minimum Requirements Five (5) years related call center workforce management experience with at least 2 year of supervisory experience of leading a team of Real Time Analysts in a fast paced environment. Experience in Planning and Scheduling will be an added advantage. Preferred Special Skills, Knowledge or Qualifications - Overall 5+ years of experience in WFM - 2 years of experience leading Real Time Management teams - Ability to demonstrate and articulate understanding of key workforce management concepts - Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook) - Strong quantitative/analytical skills - Excellent interpersonal, written, verbal and listening skills - Comfortable working in a fast paced environment - Absolute team player who consistently demonstrates respect, inclusion and an open mind - Proven ability to coach to, and drive for, results and provide strategic value Additional Information Major Accountabilities 1) Leads a team of Real Time Analysts responsible for monitoring real time queue status, teammate adherence monitoring and working with the business to monitor and manage business KPIs. 2) Ensures timely real time actions are taken as prescribed in the WFM playbook to protect key business metrics 3) Executes communication strategy for real time coordination between RTA team and Internal / External stakeholders. 4) Increases efficiency by recommending real time staffing strategies that support the needs of a multi-skilled customer contact center. 5) Acts as Workforce Management liaison with internal and external site operations including home-based associates and metro/state offices. 6) Serves as a trusted partner and advisor to leadership teams. 7) Directs staffing alignment and resources to ensure mínimal impact to customers by supporting the real time adjustment to staffing needs

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