RTA Supervisor

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

RTA Supervisor

The Supervisor of Workforce Management (WFM) is responsible for leading a team of WFM (RTA) employees who are responsible for real time resource management of Work From Home/remote advisors.

Responsibilities:

• Oversee the centralized Workforce RTA (Real Time Adherence)team.
• Analyze reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency.
• Proactively provide scheduling analysis, recommendations for improvement, including headcount requirements, long-term planning, scheduling and bidding strategies, staffing strategies.
• Manage proactive approval and denial of scheduled shrinkage such as vacations, VTO, LOA.
• Lead staffing review meetings with management and intraday analysts detailing previous and current week's performance and forecasted performance while also identifying risks.
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements.
• Recognize and recommend operational and support improvements such as extra hours, OT, shift swaps, schedule changes, etc.
• Facilitate development of WFM RTA team and exposure to industry improvements, skills and standards.
• Prepare and ensure accuracy of client facing reports.

Requirements and Characteristics:

• Friendly. Empathetic. Adaptable. Curious.
• Must be able to commit to your work schedule, be punctual, and be accountable for your actions.
• Remain engaged and responsive to all internal communications.
• Keen problem solver with the ability to think on your feet.
• Work with humility. Be open to coaching and continuous improvement coaching to allow you to perform at a high level.
• Cultivate team culture according to Compass' values and promote a positive work environment.
• Experience in forecasting and planning to ensure optimal performance is a plus.
• Must be able to summarize, visualize, and present data with the knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.
• Team Management skills: Able to coach and mentor team members
• Computer skills: Must be proficient with Microsoft Excel and Office, to create reports, produce schedules, and perform other tasks.
• Analytical skills: Possess analytical skills to review information, analyze data, and make appropriate recommendations for improvement
• Communication skills: Have strong English communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
• Organizational skills: Able to manage a range of tasks, prioritize responsibilities, and meet deadlines
• Ability to handle pressure: They require the ability to work effectively in fast-paced situations and to handle stress, as well as adapt to rapid changes in the information, process, direction, or immediate workflow.

Qualifications and Physical Requirements with or without reasonable accommodation:

• High school diploma or equivalent with a minimum of 5 years of WFM experience.
• 2+ years of supervisory experience
• Must have a strong internet connection with the ability to support online systems and applications
• Ability work from home, communicate with others to exchange information verbally, and in writing
• Ability to operate a computer/laptop and a headset
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods (i.e., for the duration of an 8-hour shift)
• Decisiveness and attention to detail
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Familiarity with WFM CRM programs (Five9, Zendesk, Salesforce) is a plus