Assoc Mgr-WFM Management

We are seeking an experienced Team Lead – Real Time Analyst (RTA) to oversee real-time workforce operations in a fast-paced contact center environment. This role requires strong leadership capabilities and hands-on expertise in managing real-time performance across inbound and outbound voice channels.

The successful candidate will manage a team of RTAs, ensuring optimal staffing, adherence, and service level performance while supporting a 24/7 operational setup aligned with business and client expectations. (Aligned with your ongoing RTA expansion and coverage expectations)

Key Responsibilities

Real-Time Operations Management

• Monitor and manage real-time queues, call volumes, and staffing levels
• Drive SLA performance by making proactive intraday interventions
• Analyze performance vs forecast and initiate corrective actions
• Manage queue skilling, shrinkage adjustments, and call distribution strategy

Team Leadership & Management

• Lead, coach, and mentor a team of RTAs
• Conduct regular performance reviews, feedback, and development planning
• Ensure adherence to WFM processes, discipline, and quality standards
• Drive accountability and ownership across the team

Workforce Coordination

• Collaborate with Scheduling, Forecasting, and Operations teams
• Lead intraday planning discussions and staffing adjustments
• Act as the primary point of contact for real-time escalations

Stakeholder Management

• Communicate performance updates, risks, and mitigation plans
• Provide insights to leadership on operational efficiency improvements
• Support client-facing discussions during performance challenges

Reporting & Insights

• Publish real-time dashboards and performance reports
• Analyze trends in volumes, shrinkage, and adherence
• Identify opportunities for process improvements and automation

Qualifications:

Experience

• 8–10 years of overall experience in Contact Center / Workforce Management
• Minimum 2 years of experience managing teams (RTA/WFM/Command Center)
• Proven experience handling real-time operations in voice environments

Skills Required

Technical Skills

• Hands-on experience with:
  • Genesys (preferred)
  • IEX / NICE WFM
  • GWFM or equivalent WFM tools
    
• Strong understanding of:
  • Real-Time Adherence (RTA)
  • Queue and intraday management
  • Workforce planning concepts

Functional Skills

• Strong analytical and problem-solving ability
• Advanced Excel and reporting skills
• Ability to work in a high-pressure, real-time environment
• Sound understanding of WFM KPIs (SLA, AHT, Shrinkage, Occupancy)

Behavioral Skills

• Strong people leadership and coaching capability
• Excellent communication and stakeholder management
• High ownership and execution mindset

Work Environment & Requirements

• Work from Office (Mandatory) (aligned with hiring expectation)
• Willingness to work in rotational shifts / 24x7 environment
• Experience supporting voice (inbound & outbound) programs

Preferred Qualifications (Good to Have)

• Exposure to multi-channel operations (chat/email)
• Experience in client-facing WFM role
• Knowledge of automation tools and reporting enhancements

Additional Information

• Work from Office (Mandatory) (aligned with hiring expectation)
• Willingness to work in rotational shifts / 24x7 environment
• Candidates should demonstrate reliability, attendance commitment, and readiness for onsite work culture, as these are critical success factors for the role