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.

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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).

• 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).