RTA Specialist - Remote

Overview

The RTA Specialist will be responsible for maintaining SLAs for all supplier support operations in the region they are hired to work with. This role follows a hybrid work model, requiring employees to work in the office three days per week and remotely for the remaining days.

In Short

• Real-time monitoring of live support queues (calls and chats)
• Coordinating the completion of back office tasks (emails, voicemails, verifications)
• Maintaining SSP schedules in Talkdesk WFM
• Scheduling trainings, 1:1s, team meetings, etc.
• Providing reporting to and working closely with SSP leadership to establish processes and work through challenges

Requirements

• 2+ years experience in a call center, customer service, or workforce management setting
• Experience in optimizing staffing levels and schedules to meet service level agreements
• Demonstrated ability to make quick, data-driven decisions in a fast-paced environment.
• Familiarity with industry best practices for real-time analysis and workforce management.
• Strong analytical skills with the ability to process large amounts of complex data and present it in a comprehensible manner
• Excellent communication and creative problem-solving skills.
• Track record of working effectively with little supervision
• Demonstrated ability to prioritize tasks appropriately

Benefits

• Bachelor's degree in Business, Computer Science, Mathematics, Statistics, Engineering, Management, Economics, or a related field is advantageous but not required.
• Some training or proficiency in Microsoft Excel
• Knowledge of business intelligence tools such as Power BI is advantageous but not required