Job summary
At ERC, we’re looking to hire an RTA (Real-Time Analyst) to be part of the ERC CS Workforce Management team. The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams from APAC, MENA, Costa Rica, US and India.

Key job responsibilities
· Intraday real time monitoring of service levels for all Client Services skills at all sites.
· Real time monitoring of agents performance from all Client Services teams at all sites.
· Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
· Communicate and callout changes to incoming contact patterns to operations and the WFM team
· Have a real time communication with operations when callouts or changes are needed
· Support changes within routing of the skills or profiles
· Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and NPT usage
· Build and maintain strong relationships with key stakeholders from all countries supporting Client Services to ensure shared objectives are met
· Review tickets assigned to the WFM team that require real-time assistance to different stakeholders
· Review and process VTO/NPT/OT requests in real-time
· Provide assistance to the WFM team as needed