The WFM Real-Time Management (RTM) Specialist is responsible for monitoring and managing intraday operational performance to ensure optimal service levels and resource utilization. This role requires expertise in Verint Workforce Management tools, strong analytical skills, and a solid background in Real Time Management and in depth with Scheduling. The RTM Specialist works closely with Operations, Scheduling, and Forecasting teams to drive real-time decisions and maintain workforce efficiency.
Real-Time Operations Managemen
- tMonitor intraday performance across queues, channels (voice, email, chat), and sites
- .Track KPIs such as Service Level, AHT, Occupancy, Queue Depth, and Adherence
- .Identify deviations from forecast and schedule, and take immediate corrective actions
- .Manage agent skilling, call routing, and queue assignments to meet service level targets
- .Coordinate with Operations leaders to implement real-time action plans
.Intraday Analysis & Reportin
- gPerform continuous intraday analysis comparing actual vs. forecast vs. schedule
- .Provide hourly/daily performance reports and insights
- .Communicate risks, opportunities, and recovery plans to stakeholders
- .Maintain real-time dashboards and ensure data accuracy in Verint
.Scheduling & Planning Suppor
- tLeverage strong scheduling experience to recommend adjustments based on intraday trends
- .Suggest schedule optimizations such as overtime (OT), voluntary time off (VTO), and shift swaps
- .Collaborate with Scheduling and Forecasting teams to refine future staffing plans
- .Understand and apply shrinkage, staffing requirements, and workload distribution
.Verint Tool Utilizatio
- nUtilize Verint WFM for real-time monitoring, adherence tracking, and reporting
- .Manage intraday configuration such as skill changes, agent activities, and schedule updates
- .Generate and interpret Verint reports to support operational decisions
- .Troubleshoot system/data discrepancies within the Verint platform
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