WFM RTA Supervisor

Keywords Studios


Date: 23 hours ago
City: Pasig City
Salary: ₱520,000 - ₱650,000 per year
Contract type: Full time
The WFM RTA Supervisor will be responsible for managing and overseeing the Real Time Analyst (RTA) team and optimize workforce performance in real time.

Responsibilities:

  • Monitor real time agent performance, adherence and productivity
  • Continuously assess and refine real-time management process
  • Adjust schedules, breaks, and shift swaps based on real time requirements
  • Generate Real-time and historical reports on program performance
  • Analyze trends and suggest proactive WFM solutions
  • Ensure agents adhere to assigned shifts, breaks, and all offline activities
  • Handle emergency situations such as system outages, spike in volume, unplanned shrinkages or staffing shortages
  • Escalate critical workforce issues to management and suggest corrective actions
  • Act as bridge between WFM, operations and other support department
  • Implement strategies to minimize idle time and maximize productivity
  • Track volumes, queue and service levels to ensure day to day efficiency
  • Identify and resolve outliers from plotted schedules and plan
  • Coordinate with team lead to manage unplanned staffing issues
  • Maintain compliance with labor laws and company policies regarding work hours and schedules
  • Work with WFM teams to improve scheduling accuracy

Requirements

  • At least 3 years of Workforce Management or Real-Time monitoring in a contact center or similar environment
  • 1-2 years of supervisory experience
  • Knowledgeable on managing real-time adherence, intraday adjustments and service level performance
  • Strong understanding of contact center metrics (e.g., SLA, occupancy, adherence, shrinkage, forecasting, capacity plans)
  • Familiar with reporting dashboards, real-time monitoring tools and WFM systems
  • Experience handling crisis management and rapid response to real-time challenges
  • Advance experience with Excel and/or Google Sheet
  • Advance experience with PowerPoint
  • Excellent Technical Expertise and Problem-Solving Skill
  • Excellent communication and coordination skills to work with operations, and other support departments up to senior leadership
  • Flexibility with work schedule
  • Ability to work autonomously
  • Detail oriented and excellent time management skill

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