RTM Specialist

Job Summary:The RTM Specialist is responsible for monitoring, tracking, and managing real-time contact center operations to ensure optimal service levels, productivity, and adherence to schedules. This role involves analyzing performance metrics, identifying deviations, and taking immediate corrective actions to meet business targets.Key Responsibilities:Monitor real-time queue performance across multiple channels (voice, chat, email, etc.) to ensure service level targets are achieved.Track agent adherence, shrinkage, and occupancy to maintain operational efficiency.Manage intraday activities such as breaks, meetings, and training sessions to minimize service impact.Communicate performance updates and alerts to Team Leaders and Operations management.Coordinate with WFM Scheduling and Forecasting teams to adjust staffing as needed based on real-time trends.Provide daily and intraday performance reports and variance analyses.Identify operational risks or trends affecting service levels and recommend immediate actions.Support incident management by escalating technical or staffing issues impacting performance.Ensure compliance with company policies, procedures, and SLAs.Qualifications and Requirements:Bachelor’s degree in Business, Statistics, or a related field (preferred).1–2 years of experience in Workforce or Real-Time Management within a BPO/Contact Center environment.Strong analytical and problem-solving skills.Proficiency in WFM tools (Verint, NICE IEX, Genesys, Avaya CMS .) and Microsoft Excel.Excellent communication and coordination skills.Ability to work under pressure and manage multiple priorities in real-time.Flexible to work in rotating shifts as per business needs.Key Competencies:Real-time decision-makingAttention to detailTime managementProactive communicationCollaboration with cross-functional teams