Responsibilities

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Solid critical thinking, problem solving, and interpersonal skills
• Demonstrates ability to give and receive feedback with peers and business partners
• Ability to work independently with minimal supervision
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
• Excellent verbal, written and comprehension skills
• Lead and coach the RTA team to ensure effective real-time monitoring, adherence management, and intraday control
• Monitor call volumes, AHT, shrinkage, and agent availability to proactively mitigate SLA risks
• Take real-time corrective actions such as skill reallocation, overtime, VTO/VOL, and schedule adjustments
• Act as the p...