Real Time Management (RTM) Officer

Key Responsibilities:

• • Continuously monitor call queues, agent availability, and overall team performance throughout shifts.
  • Identify trends and anomalies in real-time data to anticipate and address potential service level issues.
  • Proactively manage staffing levels by adjusting schedules and reallocating resources to meet business needs.
  • Communicate with agents and management to address issues, including absenteeism, underperformance, and unexpected volume spikes.
  • Provide real-time performance updates to management and stakeholders, highlighting any issues and proposed solutions.
  • Assist in the preparation of reports on performance metrics and staffing efficiency for regular review.
  • Work closely with other departments, including operations and HR, to ensure alignment on staffing strategies and workforce needs.
  • Facilitate communication between agents and management regarding operational updates and performance expectations.
  • Analyze data to identify opportunities for process improvements and efficiency enhancements within the team.
  • Participate in team meetings to discuss performance metrics and suggest actionable strategies.

• • Bachelor’s degree in Business, Operations Management, or a related field preferred; relevant experience may be considered.
  • 1 to 2 years' experience in real-time management, workforce management, or a similar role within a BPO or contact center is highly desirable.
  • Strong analytical and problem-solving abilities, with a keen attention to detail.
  • Proficient in workforce management software and data analysis tools.