RTA Lead

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At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won't just be a coworker; you'll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people—it's in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed—they're essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients' customers into loyal advocates for life.

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Job Summary:

We are seeking a highly motivated and detail-oriented RTA Lead to oversee real-time management across multiple BPO programs. This role is critical in ensuring service level objectives (SLOs), occupancy, and other key performance indicators (KPIs) are met through real-time monitoring, intraday reporting, and proactive decision-making. The RTA Lead will manage a team of Real-Time Analysts and act as the central point of contact for operations and support teams during live production.

Key Responsibilities:

Real-Time Management:

• Monitor real-time adherence (RTA) for all agents and ensure compliance with schedules.
• Track and report intraday performance (SL, AHT, shrinkage, absenteeism, etc.).
• Take timely actions to mitigate risks impacting service levels.
• Provide real-time support and guidance to WFM, Ops, QA, and Training teams.

Team Leadership:

• Supervise, coach, and develop a team of Real-Time Analysts.
• Conduct regular team huddles, performance reviews, and knowledge-sharing sessions.
• Schedule RTA team coverage to ensure 24/7 monitoring (if applicable).

Communication & Escalation:

• Act as the first point of escalation for intraday issues.
• Communicate with stakeholders regarding staffing adjustments, outages, or volume spikes.
• Coordinate with IT, Facilities, and Operations in case of system outages or disruptions.

Reporting & Analysis:

• Generate and distribute intraday and end-of-day performance reports.
• Analyze trends in schedule adherence, occupancy, and staffing effectiveness.
• Provide feedback to Scheduling and Forecasting teams for future planning improvements.

Tool & System Proficiency:

• Use WFM platforms (e.g., NICE, IEX, Verint, Genesys, Aspect, etc.) and real-time dashboards.
• Monitor and manage contact routing systems (ACDs) for queue performance.
• Ensure data accuracy and integrity in reports and dashboards.

Key Skills & Competencies:

• Strong understanding of BPO operations, WFM, and contact center metrics.
• Proven experience in real-time monitoring, queue management, and intraday adjustments.
• Leadership and team management skills with a focus on performance and accountability.
• Proficient in WFM tools (e.g., NICE, IEX, Verint, etc.), MS Excel, and reporting tools.
• Strong analytical and decision-making skills under pressure.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, 24/7 environment (rotational shifts may apply).

Key Qualifications:

• Bachelor's degree in Business, Statistics, or a related field preferred.
• 3–5 years of experience in a Workforce Management / RTA role within a BPO environment.
• 1–2 years in a leadership or supervisory role preferred.
• Certification in WFM tools (optional but advantageous).

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed—they're essential.