RTA A2

Job Description: Monitor Service Level (SL): Continuously track the percentage of calls answered within the target time (e.g., 80% of calls answered in 20 seconds). This is their most critical metric.

Track Key Metrics: Watch real-time queues, Average Speed of Answer (ASA), and the Call Abandonment Rate. They receive automated alerts when any of these KPIs deviate from the acceptable range.

Agent State Monitoring: Actively monitor individual agent statuses (e.g., Logged In, Available, On Call, Break, Lunch, After Call Work).

2. Adherence and Shrinkage Management

Schedule Adherence: Monitor Agent Adherence, ensuring agents follow their scheduled work states (e.g., they are logged in when scheduled and return from breaks/lunches on time).

Address Deviations: Immediately address any agent deviations from the schedule (unauthorized not-ready states, extended wrap-up time, early logouts) by contacting supervisors to ensure compliance.

Manage Unscheduled Absence: Track and report real-time absenteeism and tardiness, escalating severe staffing shortages to leadership.

3. Tactical Adjustments

When a Service Level is at risk (e.g., unexpected call spike or staff shortage), the RTM is responsible for executing immediate countermeasures:

Re-slot Activities: Pull agents out of scheduled non-call activities (e.g., training, team meetings, coaching sessions) and move them back to the phone queue.

Overtime/VTO: Approve or solicit Overtime (OT) or offer Voluntary Time Off (VTO) to agents if there is a severe staff shortage or surplus, respectively.

Skill/Queue Adjustment: Re-route agents with multiple skills to the most critical queue to manage call flow and load balance.

Communicate System Issues: Instantly report any technical outages (ACD, telephony, CRM issues) to IT and assess the impact on staffing requirements.

Responsibilities: Continuously monitor Service Level (SL), ASA, Abandonment Rate, and queue performance.

Track agent states (Logged In, Available, On Call, Break, Lunch, After Call Work).

Generate and respond to alerts when KPIs deviate from targets.

Ensure agents follow scheduled work states and return from breaks/lunch on time.

Address schedule deviations (unauthorized states, extended wrap-up, early logouts).

Track absenteeism and escalate staffing shortages to leadership.

Execute immediate actions during call spikes or staff shortages (e.g., re-slot activities, OT/VTO approvals).

Adjust skill-based routing and queue assignments to balance workload.

Communicate technical outages (ACD, telephony, CRM) to IT and assess impact.

Qualifications: Any Graduate