WFM RTA and WFM Manager

Role & responsibilities

Role Purpose

To act as the operational control tower by monitoring queues, staffing levels, adherence, and service levels in real time, ensuring interval-level business performance is maintained throughout the day.

Key Responsibilities

• Monitor queues and performance in real time.
• Ensure required staffing is available for every 30-minute interval.
• Manage schedule adherence and attendance.
• Coordinate and stagger breaks, meetings, and offline activities.
• Perform intraday staffing adjustments.
• Escalate staffing or SLA risks immediately.
• Queue and SLA monitoring
• Publish hourly and interval-level operational reports.
• Partner with Operations Managers to maintain operational stability.

Preferred Experience

• 2-5 years in Contact Center Operations, WFM, or Real-Time Monitoring.
• Experience handling voice and chat support operations.
• Strong analytical and reporting skills.
• Comfortable working in rotational 24x7 shifts

Role Purpose

To own workforce planning, capacity management, forecasting, scheduling, and staffing strategy for the 24x7 sales operation while ensuring the business remains adequately staffed to achieve client commitments.

Key Responsibilities

• Forecast call/chat demand and staffing requirements.
• Build monthly, weekly, and daily staffing plans.
• Create and manage rosters across 24x7 operations.
• Manage shrinkage planning and staffing optimization.
• Drive occupancy, utilization, and staffing efficiency.
• Partner with Operations Managers and Leadership Teams.
• Publish workforce reports and business insights.
• Identify staffing risks and mitigation plans.

Preferred Experience

• 8+ years in Workforce Management or Contact Center Operations.
• Strong experience in forecasting, capacity planning, and scheduling.
• Experience supporting 24x7 global operations.
• Strong stakeholder management and reporting skills.
• Advanced reporting and workforce planning capabilities

Preferred candidate profile