Job description
Job Title: Real-Time Adherence (RTA) Analyst Department: Workforce Management

Location:
Bangalore Job Summary: The Real-Time Adherence (RTA) Analyst plays a critical role in ensuring operational efficiency and adherence to schedules within our organization. This role involves real-time monitoring of agent activities, identifying deviations from schedules, and taking proactive measures to address them to optimize workforce utilization and maintain service levels.

Key Responsibilities
• Monitor real-time adherence of agents to schedules using workforce management software.
• Identify and address deviations from schedules promptly, including late arrivals, extended breaks, and off-phone time.
• Communicate real-time adherence issues to supervisors and managers, providing actionable insights and recommendations to improve adherence performance.
• Collaborate with scheduling and forecasting teams to adjust schedules as needed to accommodate fluctuations in workload and optimize resource allocation.
• Generate real-time and historical reports on adherence performance, analyzing trends and identifying areas for improvement.




• Provide feedback and coaching to agents and supervisors on adherence best practices and performance improvement opportunities.
• Assist in the development and implementation of RTA policies, procedures, and initiatives to enhance workforce management effectiveness. Qualifications and

Skills:
• Bachelor's degree in Business Administration, Operations Management, or a related field preferred.
• Minimum 1 year of experience in a workforce management or contact center environment, with a focus on real-time monitoring and adherence.
• Proficiency in workforce management software, such as [mention specific software if applicable].
• Strong analytical skills with the ability to interpret data and trends effectively.
• Excellent communication and interpersonal skills, with the ability to communicate complex information clearly and concisely.
• Ability to work independently and collaboratively in a fast-paced, dynamic setting.
• Detail-oriented with a focus on accuracy and attention to detail.
• Flexibility to work rotating shifts and weekends as needed. Rotational Shift

📌 RTA- Analyst (Bengaluru)
🏢 contactpoint 360
📍 Bengaluru