Workforce Management RTA Supervisor

About the role

The RTA Supervisor leads a team of analysts responsible for workforce planning and intraday management across multiple call queues, ensuring optimal coverage and high‑quality service.

Key responsibilities

• Responsible for scheduling and workload distribution for call center representatives to ensure high utilization and quality service.
• Monitors training, development, and performance of employees; provides consistent coaching and feedback.
• Coordinates activities of team members to ensure efficient and quality execution of responsibilities.
• Conducts new‑hire training on WFM guidelines and procedures.
• Maintains communication by holding regularly scheduled team meetings.
• Reviews and develops staffing models based on forecasted call volumes.
• Manages intraday schedule, including cancellations, scheduling, and rescheduling time off the phones.
• Contributes to analysis, problem solving and planning of the overall WFM strategy, including long‑ and short‑term planning.

Required profile

• Four‑year college degree preferred.
• Minimum 3 years supervisory experience in a related field.
• At least 1 year experience in forecasting and scheduling.
• At least 1 year intraday management experience.
• Experience with large (≈2500 seat) multi‑site, multi‑skill call centers preferred.

Required skills

• Strong analytical skills and deep understanding of call‑center metrics.
• Advanced Excel knowledge.
• Working knowledge of Blue Pumpkin, IEX, Aspect or similar scheduling software.
• Leadership and people‑management abilities for teams of 10+ persons.
• Excellent written and verbal communication.