Realtime Management Specialist

Join Our Dynamic Team as a Realtime Management Specialist!

We are delighted to announce an exciting opportunity for a Realtime Management Specialist (RTM) to join our dynamic team. We are seeking individuals who are passionate about data, real-time decision-making, and driving operational excellence. In this role, you will play a critical part in ensuring optimal workforce performance and maintaining high service levels across operations.

Role Overview

In the role of Realtime Management Specialist, you will be responsible for monitoring live operations, analyzing performance metrics, and taking immediate actions to align staffing with real-time demand. You will collaborate closely with operations and workforce teams to ensure efficient resource utilization and consistent service delivery.

The successful candidate will leverage strong analytical skills, attention to detail, and effective communication to provide insights, support decision-making, and deliver impactful presentations to stakeholders.

Key Responsibilities

• Monitor real-time performance (Service Level, AHT, ASA, occupancy, etc.)
• Minimum 1 year of experience in Workforce Management
• Prepare daily, hourly, and intraday performance reports
• Identify gaps and provide data-driven recommendations
• Ensure data accuracy across WFM tools and dashboards
• Fluent English (spoken and written) – mandatory
• Excellent verbal communication and professional business writing skills
• Ability to confidently present insights to senior stakeholders
• Strong proficiency in PowerPoint and dashboard presentations

Essential Skills and Qualifications

• Fluent English (spoken & written)
• Strong communication & stakeholder management skills
• Excellent presentation & storytelling abilities
• Advanced Excel skills (Pivot Tables, formulas, analysis)
• Solid understanding of WFM concepts & KPIs

Work Conditions:

• Model: Hybrid
• Rotational shifts (fixed for month)