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Rta Call Center Jobs (NOW HIRING)

Progyny

Workforce Real-Time Associate

New York, NY · On-site

The RTA partners closely with Workforce Planning, Operations Leadership, Supervisors, and Agents to ... Monitor real-time contact center KPIs, including Service Level, ASA, AHT, Call Volume, Queue Depth ...

Chewy

CS Workforce Specialist II

Louisville, KY

Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site ... center environment required * Proven proficiency working with and manipulating data, crafting ...

Chewy

CS Workforce Specialist II

Louisville, KY · On-site

Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site ... center environment required * Proven proficiency working with and manipulating data, crafting ...

Progyny

Workforce Real-Time Associate

New York, NY · On-site

The RTA partners closely with Workforce Planning, Operations Leadership, Supervisors, and Agents to ... Monitor real-time contact center KPIs, including Service Level, ASA, AHT, Call Volume, Queue Depth ...

Chewy

CS Workforce Specialist II

Pittston, PA

Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site ... center environment required * Proven proficiency working with and manipulating data, crafting ...

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How much do rta call center jobs pay per hour?

As of May 30, 2026, the average hourly pay for rta call center in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What is an RTA Call Center job?

An RTA (Real-Time Analyst) Call Center job involves monitoring call center operations in real-time to ensure efficiency and adherence to schedules. RTAs track key metrics like call volume, agent availability, and service levels, making adjustments to optimize performance. They communicate with supervisors and agents to manage workload distribution and ensure minimal wait times for customers. This role requires strong analytical skills, attention to detail, and the ability to make quick decisions in a fast-paced environment.

What are the key skills and qualifications needed to thrive in the Rta Call Center position, and why are they important?

To thrive as an RTA (Real-Time Analyst) in a Call Center, you need strong analytical skills, a good grasp of workforce management concepts, and experience with forecasting and scheduling tools. Familiarity with workforce management software such as NICE, Verint, or Genesys, as well as proficiency in Excel, is typically required. Excellent communication, attention to detail, and problem-solving abilities are valuable soft skills in this position. These skills are important because they enable effective monitoring of call center operations and ensure staffing resources are optimized to meet service levels.

What does a typical day look like for an RTA in a call center?

A typical day for an RTA (Real-Time Analyst) in a call center involves monitoring live call volumes, tracking agent adherence, and adjusting schedules to maintain service levels. RTAs work closely with both call center agents and management, making real-time decisions to respond to call spikes or unexpected staffing issues. They generate and analyze reports to identify trends or potential issues and communicate updates to relevant teams. The role often requires multitasking and quick thinking in a dynamic environment, making it a key part of ensuring smooth call center operations.
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Rta Call Center jobs near you
Infographic showing various Rta Call Center job openings in the United States as of May 2026, with employment types broken down into 2% As Needed, 72% Full Time, 25% Part Time, and 1% Temporary. Highlights an 98% Physical, and 2% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.
Workforce Management Team Lead

Workforce Management Team Lead

Credit One Bank

Las Vegas, NV

Full-time

Posted 7 days ago

Job description

Position Summary
The Workforce Management Team Lead position supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities, recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness. The Workforce Management Team Lead – S4 generates and reviews call metric KPI reports, real time adherence, roster management, and access rights requests. In addition, the role supports the Customer Service department by acting as liaison between the internal Operations team, IT department and 3rd party vendors when system outages are reported.
Summary Essential Job Functions
  • Lead a team of Workforce Analysts to successfully drive departmental key performance metrics.
  • Work closely with Workforce Manager on leading weekly WFM calls and Enterprise Level Intra-Day Planning Calls to monitor, coach, and recognize agencies on weekly performance and staffing.
  • Create ADHOC reporting as needed for management.
  • Act as back-up to the Operations Analyst on all volume forecasting processes outputted to agencies monthly for agency capacity planning.
  • Find solutions to create efficiencies around current processes by use of automation to reduce time and create department consistency.
  • Take part in Operational Initiatives as needed for betterment of the department.
  • The Workforce Management Team Lead – S4 job functions include all WFM Analyst II-S2 job functions as follows:
  • Analysis and creation of reports to identify trends and provide direction to internal and external units for appropriate enhancements to improve servicing.
  • Real time management of department goals including, but not limited to: Global ASA, Staffing Compliance and Forced Disconnects.
  • Regularly complete, review and obtain approval for work orders, vendor access forms and roster changes.
  • Effectively document ad-hoc changes to volume allocation including, but not limited to: Impact Logs, CMS reporting, DR / BCP, and Forecast Allocation.
  • Participate in projects or process improvement initiatives that achieve and support the company’s strategic initiatives.
  • Attend and facilitate staffing and business review meetings as required.
  • Act as a point of contact for the customer service team on IT / network team conference calls as required.
  • Must exemplify professional and ethical behavior.
  • Miscellaneous tasks as assigned.
Position Requirements
  • At least 1 year of Management Experience.
  • At least 3 years of Workforce Management Experience (e.g., RTA, Scheduler) for an inbound call center operation is preferred.
  • Demonstrated proficiency in Excel, Tableau, and SQL.
  • Experience in using WFM/Forecasting/Scheduling Software a must.
  • Knowledge/proven experience driving call center metrics such as ASA, Service Level, and Abandon Rates through real-time workforce management.
  • Ability to deal with ambiguity and rapid-change while developing creative solutions to problems.
  • Experience with the CMS interface is preferred.
  • Demonstrated verbal and written communication skills.
  • Demonstrated organizational skills.
  • Must have PC skills and the ability to utilize software such as, Microsoft Word, Windows, PowerPoint, etc.
Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.