RTM analyst Job Description:
- Monitor queues, agent status, and service levels in real-time.
- Manage intraday staffing, breaks, and skilling adjustments as needed.
- Ensure agent schedule adherence and escalate deviations.
- Communicate performance updates and alerts to supervisors and management.
- Analyze intraday trends and support recovery actions during outages or call spikes.
- Prepare and share daily performance and adherence reports.
Key Skills and Tools:
- Strong knowledge of Workforce Management tools (Calabrio, Verint, Genesys, IEX).
- Proficiency with real-time dashboards and reporting tools.
- Analytical and problem-solving skills.
- Excellent communication and multitasking abilities.
- Knowledge of contact center KPIs and SLA frameworks.
- English Language proficiency level B2
