Real-Time WFM Analyst — Drive Center Performance

VXI Global Solutions; Kentucky; On-site; USD 42,000 - 58,000; Full time

Job summary

VXI Global Solutions is seeking a Real Time Management Specialist (RTA) to oversee intraday performance in a fast-paced contact center. You will monitor queues, staffing, and service levels while deploying mitigation strategies to stay on target.

The role requires 1–2 years of RTA experience and a solid understanding of call center metrics. You will collaborate with OPS, CS and IT across shifts in a 24x7 environment.

Qualifications

• 1 to 2 years’ RTA work experience in a contact center (BPO) environment preferred.
• High School Diploma or GED required.
• Knowledge of call center metrics and workforce management policies.

Responsibilities

• Monitor queue and staffing status and execute strategies to mitigate off target attainment.
• Monitor ½ hourly call volumes, AHT, and staffing requirements.
• Alert Operations management on threshold violations and communicate with stakeholders.
• Facilitate daily touchpoint meetings to align on performance objectives.
• Update schedules and administer skill changes as needed.
• Prepare, maintain and update WFM SOP documentation.

Skills

RTA experience

Call center metrics

Teamwork

Communication

Problem-solving

Time management

Adaptability

Leadership

Multitasking

Schedule flexibility

Education

High School Diploma or GED

Tools

MS Word

MS Excel

MS PowerPoint

MS Access

IEX tool

Job description

VXI Global Solutions is seeking a Real Time Management Specialist (RTA) to oversee intraday performance in a fast-paced contact center. You will monitor queues, staffing, and service levels while deploying mitigation strategies to stay on target.

The role requires 1–2 years of RTA experience and a solid understanding of call center metrics. You will collaborate with OPS, CS and IT across shifts in a 24x7 environment.