Real-Time Management Specialist

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 Show more Show less