Real Time Adherence (RTA) Specialist, WFM

MSC Cruises•Fort Lauderdale, FL

About The Position

MSC Cruises is expanding its Workforce Management team in the USA. Reporting to the Sr. Manager CC Analytics & WFM, the RTA Specialist maintains a real-time view of contact center KPIs across phone, email, and chat, as well as agent work states and scheduled activities. The role requires initiative and clear communication with contact center leadership about overall real-time performance. The specialist monitors adherence and operational metrics, communicates performance issues, analyzes intraday data, and coordinates with stakeholders to resolve issues and optimize contact center performance. The role also supports schedule updates, ACD skilling, discretionary activity requests, absence reporting, and daily KPI reporting. Other duties may be assigned.

Requirements

At least 2 years of contact center experience.
Creative approach to problem-solving.
Ability to multitask effectively.
Excellent interpersonal, verbal, and written communication skills.
US Passport or US Permanent Resident status.

Nice To Haves

Experience monitoring real-time adherence in a multi-site call center.
Experience with workforce methodologies and WFM tools.

Responsibilities

Continuously monitor real-time contact center performance metrics, including contact volumes, service levels, utilization, average handling time, and agent availability, using workforce management software.
Identify and immediately communicate performance issues to contact center leadership.
Track agent adherence to assigned schedules, breaks, lunches, and other activities, and directly address instances of non-adherence.
Analyze intraday forecasts and real-time data to identify trends, patterns, and opportunities for improvement.
Recommend process improvements, resource allocation adjustments, or workflow changes to contact center leadership.
Identify and promptly escalate operational issues, system glitches, or unexpected events that may affect service levels; collaborate with relevant teams to resolve them.
Maintain effective communication with supervisors, managers, team leads, and frontline agents, and coordinate information sharing and required adjustments.
Review requests for discretionary activities, including undertime, vacations, training, meetings, and offline work, and work with WFM leadership to determine whether to approve or deny requests.
Monitor the agent call-out line and report absences and late arrivals through the appropriate communication process.
Assign and update agent schedules in the WFM tool.
Manage and update skilling in the ACD system.
Update the Workforce Management platform with reported real-time schedule exceptions.
Prepare daily reports on schedule adherence and other contact center KPIs to support the forecasting process.
Perform other duties as assigned.