About the Team

The RTA team is in the front line when it comes to protecting service level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations. RTA also works with several cross functional partners to manage and mitigate outage impacts. The team works in a highly collaborative environment to meet the demands of an ever changing and scaling organization.

About the Role

As a WFM RTA Manager, you will provide strategic leadership and day-to-day oversight for RTA Supervisors and Real-Time Analysts, who collectively monitor our 24/7 support operations. You'll own the support operations incident management playbook, guaranteeing service continuity and rapid escalation during disruptions. This role delivers critical operational insights, addressing real-time workforce needs to meet SLAs.

You'll collaborate with Workforce Leadership, vendors, and internal teams to optimize staffing and performance. As a people-first leader, you'll drive continuous improvement and maintain rigorous reporting. We seek a candidate with deep international vendor contact center experience, a passion for improvement, and the agility to thrive in a fast-paced environment. This role reports to the Workforce Senior Manager.

You’re excited about this opportunity because you will…

• Lead & Develop the RTA Team: Provide mentorship and leadership to Supervisors and Analysts, fostering continuous learning, professional growth, and ensuring the team achieves its performance goals while developing future leaders.
• Manage Real-Time Operations & Incidents: Develop and own the incident management playbook, ensuring rapid response, escalation, and resolution of operational issues to maintain service continuity and minimize business impact, directly impacting SLAs and customer satisfaction.
• Drive Performance & Collaboration: Partner internally and cross-functionally to optimize intraday performance, proactively adjust staffing and workflows, ensure comprehensive management and reporting on key metrics (SLA, AHT, schedule adherence, occupancy), and ultimately contribute to positive business outcomes. Contribute to overall post-mortem reports by providing insights from real-time occurrences and their contribution / impact to SLAs.
• Champion Continuous Improvement & Accountability: Drive process improvements, set clear expectations, maintain a proactive approach to challenges, and take full ownership of the RTA team's outcomes and their contribution to overall business success.
• Innovate & Optimize RTA Operations: Leverage industry benchmarks and experience to drive innovation within the RTA team, processes, and tools, continuously striving to improve efficiency, accuracy, and overall impact on key performance indicators.

We’re excited about you because…

• Operational Excellence: You're a strong operator who can manage both strategic vision and detailed execution.
• WFM Expertise: You possess deep knowledge of contact center metrics (service level, AHT, adherence, occupancy) and have 3+ years of WFM experience, including 1+ year in leadership, preferably with large, multi-site operations.
• Vendor Management & Communication: You have a proven track record of managing external vendors and excel at communicating data-driven insights across all levels.
• Analytical & Technical Skills: You have strong analytical abilities, are proficient with WFM tools (e.g., Assembled), Google Suite, and are comfortable in a dynamic environment. SQL experience is a plus.
• Adaptability & Ownership: You adapt quickly to change, embrace ownership of challenges, and deliver high-impact solutions.

 

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

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