Workforce Manager

Key Responsibilities & Key Result Areas (KRAs)

• Serve as the primary liaison between the Client, internal Operations teams, and remote RTA teams to ensure strict alignment on business goals and service level agreements (SLAs).
• Manage the RAD/ERT Support operations from a resource and staffing perspective, ensuring all real-time delivery expectations are met during critical incidents.
• Partner heavily with Operations leadership to proactively address coverage gaps and optimize daily performance.

Reporting, Analysis & WBR Presentations

• Generate, analyze, and distribute comprehensive Staffing Reports and RTA Analysis, including managing daily operational callouts.
• Prepare and present data-driven operational updates during the Weekly Business Review (WBR) to senior leadership and client stakeholders.
• Identify trends in volume fluctuations and handle times to provide actionable recommendations to the Ops teams.

Real-Time Operations Management

• Oversee the continuous monitoring of real-time queues and schedule adherence for high-priority AV and ERT channels.
• Execute contingency plans for unexpected volume spikes, system outages, or high absenteeism to ensure emergency response levels remain stable.
• Ensure the RTA team is effectively managing intraday performance and making rapid, real-time adjustments.

Team Leadership & Development

• Manage, coach, and develop a team of remote Real-Time Analysts (RTAs).
• Conduct regular 1:1s, performance reviews, and training sessions to elevate the team’s analytical skills and understanding of AV operations.
• Foster a culture of extreme ownership, continuous improvement, and high performance.