RTA Supervisor

Real-Time Analyst (RTA) Supervisor

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Insite helps people win by improving, optimizing, and innovating the human processes and systems required to deliver enriching experiences

The Real-Time Analyst Supervisor plays a critical role in optimizing contact center operations by analyzing call patterns, including volumes, trends, attrition, and productivity metrics. This position is responsible for ensuring exceptional customer satisfaction through effective monitoring and management of call center traffic. The RTA Supervisor will evaluate forecasts against actual performance, strategically allocate resources, and communicate work schedules across various call queues to achieve optimal coverage and service levels.

How you can take Ownershipof this role:

• Lead and inspire a cross-functional team to achieve high performance and deliver world-class service
• Coach, develop, and motivate team members to foster a culture of excellence and continuous improvement
• Drive efficiencies within the RTA team by implementing best practices and process improvements
• Manage daily service levels through thorough analysis of intraday and historical performance metrics
• Respond proactively to trends and patterns across multiple geographies and time zones
• Provide ongoing leadership and guidance to the RTA team, promoting a collaborative environment
• Coordinate staffing activities across functions based on real-time data and operational insights
• Utilize monitoring tools to identify trends or issues that could impact customer and employee experience
• Take decisive action to mitigate events that may negatively affect service levels

What you will bring to the table:

• 5+ years of experience in workforce management within a call center environment
• Proficiency in conducting detailed workforce analyses and utilizing productivity applications to manage and summarize data effectively
• Experience with Automatic Call Distributor (ACD) and WFM systems, NICE IEX and Verint preferred
• Advanced knowledge of call center management principles and relevant calculations
• Strong quantitative and analytical skills, with the ability to interpret data and make informed decisions

What you may bring to the table:

• Experience with Six Sigma Methodology