RTA Specialist – Workforce Management
Fusion CX · Medellin
Job description
About the role
The RTA Specialist supports real‑time decision‑making by monitoring schedule adherence, workforce compliance and intraday performance for a call‑center operation in Colombia.
Key responsibilities
- Monitor real‑time schedule adherence and occupancy to spot deviations.
- Identify and escalate issues that could affect operational performance.
- Coordinate with supervisors on breaks, absenteeism and other contingencies requiring immediate adjustments.
- Prepare intraday reports and trend analysis to give visibility into workforce performance.
- Support alert generation and operational decision‑making by providing timely workforce information.
Required profile
- Previous WFM/RTA experience in a BPO or call‑center environment.
- English proficiency at B2 level (upper‑intermediate/conversational).
- Strong analytical ability and attention to real‑time operational changes.
- Ability to react effectively under pressure and make decisions quickly.
- Availability to work rotating shifts.
Required skills
- Familiarity with Workforce Management tools.
- English communication skills (B2).
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Published 7 hours ago
Expires 1 month from now
2 views · 0 interested
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Fusion CX
Medellin
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