Real-Time Adherence Specialist

Goodyear. More Driven.

About the Position

Contact Center Real-Time Analyst (RTA) Specialist position involves monitoring and analyzing call center performance in real-time to optimize agent productivity and service levels. The role includes using workforce management tools to track key metrics, identify trends, and make real-time adjustments to staffing and schedules.

Primary Responsibilities #LI-AV1

• Continuously monitor contact center performance using Workforce Management (WFM) tools and dashboards, focusing on metrics like call volume, agent availability, schedule adherence, and queue activity.                                                                                                                                                                                                      
• Analyze real-time data to identify deviations from targets, trends, and areas for improvement.                                                                                                                      
• Make real-time adjustments to staffing and schedules, such as coordinating breaks or shift changes, to meet service level goals.
• Communicate with agents, supervisors, and other team members to address immediate issues, offer coaching, and ensure effective resource utilization.             
• Document and report deviations from performance metrics, system outages, or operational disruptions
• Provide insights to management for staffing, process improvements, and aligning staffing with demand.
• Act as a point of contact for escalations related to real-time staffing issues, system failures, or other operational disruptions.
• Monitor agent adherence to schedules and activities in real-time.
• Produce daily, bi-weekly, and monthly internal reports.     
• Work closely with Workforce Management (WFM) Analysts to implement contingency plans and resource allocation.     

Required Education and Experience

• 1 or more years of experience monitoring performance in a contact center environment.
• Demonstrated customer service-based experience.

Desired Skills and Abilities

• Strong written and spoken English skills
• Strong analytical and problem-solving skills.
• Proficiency in using Workforce Management (WFM) tools and software.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.
• Experience in a contact center environment, preferably with a focus on real-time analysis.
• Knowledge of contact center metrics and service level agreements (SLAs).
• Ability to effectively collaborate with cross-functional teams.
• Strong PC skills, including proficiency in Microsoft Office Suite, especially Excel.