RTA A2

Monitor Service Level (SL): Continuously track the percentage of calls answered within the target time (e.g., 80% of calls answered in 20 seconds). This is their most critical metric.
• Track Key Metrics: Watch real-time queues, Average Speed of Answer (ASA), and the Call Abandonment Rate. They receive automated alerts when any of these KPIs deviate from the acceptable range.
• Agent State Monitoring: Actively monitor individual agent statuses (e.g., Logged In, Available, On Call, Break, Lunch, After Call Work).
2. Adherence and Shrinkage Management
• Schedule Adherence: Monitor Agent Adherence, ensuring agents follow their scheduled work states (e.g., they are logged in when scheduled and return from breaks/lunches on time).
• Address Deviations: Immediately address any agent deviations from the schedule (unauthorized not-ready states, extended wrap-up time, early logouts) by contacting supervisors to ensure compliance.
• Manage Unscheduled Absence: Track and report real-time absenteeism and tardiness, escalating severe staffing shortages to leadership.
3. Tactical Adjustments
When a Service Level is at risk (e.g., unexpected call spike or staff shortage), the RTM is responsible for executing immediate countermeasures:
• Re-slot Activities: Pull agents out of scheduled non-call activities (e.g., training, team meetings, coaching sessions) and move them back to the phone queue.
• Overtime/VTO: Approve or solicit Overtime (OT) or offer Voluntary Time Off (VTO) to agents if there is a severe staff shortage or surplus, respectively.
• Skill/Queue Adjustment: Re-route agents with multiple skills to the most critical queue to manage call flow and load balance.
• Communicate System Issues: Instantly report any technical outages (ACD, telephony, CRM issues) to IT and assess the impact on staffing requirements.

• Continuously monitor Service Level (SL), ASA, Abandonment Rate, and queue performance.
• Track agent states (Logged In, Available, On Call, Break, Lunch, After Call Work).
• Generate and respond to alerts when KPIs deviate from targets.
• Ensure agents follow scheduled work states and return from breaks/lunch on time.
• Address schedule deviations (unauthorized states, extended wrap-up, early logouts).
• Track absenteeism and escalate staffing shortages to leadership.
• Execute immediate actions during call spikes or staff shortages (e.g., re-slot activities, OT/VTO approvals).
• Adjust skill-based routing and queue assignments to balance workload.
• Communicate technical outages (ACD, telephony, CRM) to IT and assess impact.

Any Graduate