A
**Real-Time Management (RTM) Specialist**
in a workforce team typically focuses on monitoring and managing the real-time activities of a company's workforce to ensure optimal performance and efficiency.
Here are some common responsibilities and tasks associated with the role:
- **Monitor Live Operations:**
Continuously track key performance indicators (KPIs) like call volume, wait times, and interpreter productivity in real time.
- **Adjust Staffing Levels:**
Make real-time decisions to adjust agent schedules and staffing based on current call volumes and service levels.
- **Service Level Management:**
Ensure that service level targets are consistently met throughout the day.
- **Communication:**
Act as the communication bridge between frontline staff, supervisors, and management to address any real-time issues.
- **Issue Resolution:**
Quickly identify and resolve any issues affecting operational performance, including technical glitches or staffing shortages.
- **Real-Time Reporting:**
Generate and share live performance reports with relevant stakeholders to ensure visibility and actionability.
- **Intraday Forecasting:**
Use historical data and real-time updates to make adjustments to daily forecasts and staffing requirements.
- **Coordination with Workforce Teams:**
Collaborate closely with the workforce management team to align on staffing, scheduling, and resource allocation strategies.
- **Tool Management:**
Utilize workforce management software (Bamboo) and other tools to manage queue performance, track adherence, and optimize resource allocation.
- **Continuous Improvement:**
Recommend and implement process improvements to enhance real-time operational efficiency and optimize resource use.
**Qualifications:**
- Bachelor’s degree in Business, Operations, Analytics, or a related field or equivalent workforce management experience
- 1–3 years of experience in workforce management, real-time monitoring, operations, or contact center support
- Strong understanding of real-time workforce concepts, including:
- Intraday monitoring
- Schedule adherence
- Service level management
- Queue / workload balancing
- Ability to analyze real-time data and make quick, informed decisions
- Strong problem-solving skills with the ability to act calmly under pressure
- Excellent communication skills to coordinate with operations, supervisors, and leadership
- Proficiency with Excel or Google Sheets (filters, formulas, basic analysis)
- Ability to manage multiple priorities in a fast-paced, time-sensitive environment
**Real-Time Management (RTM) Specialist**
in a workforce team typically focuses on monitoring and managing the real-time activities of a company's workforce to ensure optimal performance and efficiency.
Here are some common responsibilities and tasks associated with the role:
- **Monitor Live Operations:**
Continuously track key performance indicators (KPIs) like call volume, wait times, and interpreter productivity in real time.
- **Adjust Staffing Levels:**
Make real-time decisions to adjust agent schedules and staffing based on current call volumes and service levels.
- **Service Level Management:**
Ensure that service level targets are consistently met throughout the day.
- **Communication:**
Act as the communication bridge between frontline staff, supervisors, and management to address any real-time issues.
- **Issue Resolution:**
Quickly identify and resolve any issues affecting operational performance, including technical glitches or staffing shortages.
- **Real-Time Reporting:**
Generate and share live performance reports with relevant stakeholders to ensure visibility and actionability.
- **Intraday Forecasting:**
Use historical data and real-time updates to make adjustments to daily forecasts and staffing requirements.
- **Coordination with Workforce Teams:**
Collaborate closely with the workforce management team to align on staffing, scheduling, and resource allocation strategies.
- **Tool Management:**
Utilize workforce management software (Bamboo) and other tools to manage queue performance, track adherence, and optimize resource allocation.
- **Continuous Improvement:**
Recommend and implement process improvements to enhance real-time operational efficiency and optimize resource use.
**Qualifications:**
- Bachelor’s degree in Business, Operations, Analytics, or a related field or equivalent workforce management experience
- 1–3 years of experience in workforce management, real-time monitoring, operations, or contact center support
- Strong understanding of real-time workforce concepts, including:
- Intraday monitoring
- Schedule adherence
- Service level management
- Queue / workload balancing
- Ability to analyze real-time data and make quick, informed decisions
- Strong problem-solving skills with the ability to act calmly under pressure
- Excellent communication skills to coordinate with operations, supervisors, and leadership
- Proficiency with Excel or Google Sheets (filters, formulas, basic analysis)
- Ability to manage multiple priorities in a fast-paced, time-sensitive environment
