Lead WFM/RTA

Omega•FL, FL

9d•Hybrid

About The Position

The Lead WFM/RTA will be responsible for real-time queue and service-level management, intraday workforce management and decision-making, schedule adherence and capacity management, RTA team leadership, reporting, analytics, decision support, stakeholder management, operational coordination, governance, continuous improvement, and compliance. This role requires the ability to monitor real-time performance against forecasts, identify potential service-level misses, and initiate corrective actions. The Lead will also perform intraday reforecasting, identify staffing imbalances, and lead real-time workforce actions during various operational events. Additionally, the position involves monitoring employee adherence, supporting daily and weekly coverage planning, and collaborating with various teams to ensure operational efficiency and compliance with company and client policies.

Requirements

Bachelor's degree in Business, Operations, Statistics, Mathematics, Engineering, Workforce Management, or a related discipline preferred; equivalent relevant experience may be considered.
Four to seven years of overall contact-center or workforce-management experience, including at least two to three years of hands-on Real-Time Management or RTA experience.
Prior experience leading an RTA/WFM team or coordinating real-time workforce activity in a high-volume environment.
Strong experience with inbound voice operations, contact-center metrics, forecast-to-actual analysis, capacity and staffing concepts, adherence, shrinkage, SLA, and queue management.
Advanced working knowledge of Microsoft Excel and experience maintaining accurate workforce reports, dashboards, trackers, and operational records.
Strong analytical, numerical, problem-solving, communication, stakeholder-management, people-leadership, and real-time decision-making skills.
Ability and willingness to complete all required Omega, client, privacy, security, systems, leadership, workforce-management, and program training.

Nice To Haves

Experience with WFM and contact-center platforms such as NICE, Verint, Genesys, Calabrio, Aspect/Alvaria, Five9, or comparable tools.
Exposure to Power BI, SQL, reporting automation, or other analytics tools is preferred.
Experience supporting healthcare, pharmacy, patient-support, insurance, business-process outsourcing, or another regulated contact-center operation is preferred.
Experience supporting new-program launches, multi-wave hiring and training, seasonal ramps, remote workforce, business continuity, and stabilization or hypercare is preferred.
Ability to challenge operational assumptions constructively using data and to prioritize multiple competing service requirements under pressure.

Responsibilities

Monitor real-time inbound and outbound queue volumes, calls offered and handled, queue depth, staffing, backlog, service level, ASA, abandonment, AHT, occupancy, productivity, schedule adherence, shrinkage, and staffing variance.
Continuously compare actual performance against intraday forecasts, staffing plans, schedules, and agreed operational thresholds.
Identify potential service-level misses before material impact occurs and initiate or recommend corrective action.
Maintain an accurate intraday log of material volume or staffing changes, incidents, decisions, interventions, recoveries, and unresolved risks.
Perform intraday reforecasting based on actual volume, AHT, staffing, absenteeism, shrinkage, and emerging business conditions.
Identify overstaffing and understaffing and recommend break, lunch, meeting, coaching, training, offline-activity, shift, overtime, voluntary-time-off, or skill/queue movement adjustments.
Lead real-time workforce actions during volume spikes, AHT changes, absenteeism, system or telecom outages, low staffing, abnormal abandonment, SLA deterioration, training conflicts, and business-continuity events.
Balance service delivery, agent utilization, patient experience, quality, compliance, and employee considerations when recommending actions.
Assess the likely impact if no action is taken and communicate the recommended intervention, owner, timing, and expected result.
Monitor employee adherence against published schedules and identify material exceptions, recurring patterns, and operational impact.
Partner with Operations leaders to improve adherence through practical, fact-based corrective and preventive actions.
Monitor attendance, late arrivals, early departures, planned and unplanned shrinkage, training time, and other capacity drivers.
Support daily and weekly coverage planning across onsite and remote teams, including schedule design, shift coverage, planned offline activity, and seasonal demand.
Support hiring-wave, onboarding, training, nesting, and production-release planning with capacity views, roster requirements, schedule scenarios, and readiness dependencies.
Lead, coach, and develop assigned Real-Time Analysts, RTA Executives, or workforce-support resources.
Allocate programs, queues, and shifts to ensure appropriate monitoring coverage throughout required operating hours.
Review the accuracy, quality, timeliness, and consistency of real-time decisions and escalation by the team.
Conduct regular one-on-ones, performance reviews, coaching, calibration, development planning, and cross-training.
Ensure effective shift handovers, backup coverage, SOP compliance, and continuity of workforce operations.
Publish accurate real-time, end-of-shift, daily, weekly, and monthly workforce and operational reports within agreed timelines.
Analyze forecast-to-actual volume, AHT, staffing, adherence, shrinkage, occupancy, utilization, productivity, queue performance, incidents, and actions taken.
Perform root-cause analysis for service failures and major operational variances and provide actionable recommendations to Operations, Forecasting, and Scheduling.
Develop and maintain dashboards, alerts, trackers, automated reports, and standardized reporting routines that improve visibility and decision speed.
Validate data consistency across workforce, telephony, attendance, scheduling, and operational reports and resolve or escalate material discrepancies.
Act as the primary WFM contact for Operations during real-time service challenges and intraday huddles.
Communicate SLA risks, staffing gaps, volume and AHT movement, absenteeism, queue backlog, corrective action, and business impact clearly and promptly.
Collaborate with Operations Managers, Supervisors, Forecasting, Scheduling, MIS/Reporting, Training, Quality, Human Resources, Recruitment, IT, and client-facing teams.
Participate in internal and client reviews, readiness meetings, transition calls, and incident bridges as required.
Coordinate with IT and platform support teams during telephony, workforce-tool, access, or reporting incidents and track operational impact through recovery.
Maintain RTA SOPs, escalation matrices, intervention thresholds, business-continuity procedures, report definitions, operating calendars, and contact lists.
Conduct post-event reviews for major SLA failures, outages, unusual volume events, or staffing disruptions and convert learnings into preventive actions.
Identify opportunities to automate monitoring and reporting, standardize workforce processes, and improve forecast-to-actual alignment and resource utilization.
Support transitions, hiring ramps, technology implementations, audits, stabilization, and hypercare activities.
Protect confidential employee, operational, client, and patient-related information and comply with Omega and client privacy, HIPAA, security, and acceptable-use requirements.