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Wfm Rta Jobs (NOW HIRING)

ibex

WFM Real Time Analyst

Crittenden, NY · On-site

Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently ... Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules

ibex

WFM Real Time Analyst

Crittenden, NY · On-site

Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently ... Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules

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Director, Workforce Management

Phoenix, AZ · On-site

Own the comprehensive WFM strategy across Customer Service, Application Verifications, Servicing & Collections, Fraud Operations, and QA/QI - spanning forecasting, capacity planning, RTA, schedule ...

IntouchCX

Director, Workforce Management

Las Vegas, NV · On-site

$125K - $132K/yr

... consistent RTA performance. They will review and approve any WFM-related process for implementation. To drive innovation, the Director is expected to utilize Artificial Intelligence (AI) and ...

Zoro

Real Time Specialist

Chicago, IL · On-site

$17.25 - $21.75/hr

The Call Center Workforce Management (WFM) Real-Time Specialist will partner with the Workforce ... The candidate should have good knowledge of RTA, scheduling, rostering, real-time monitoring ...

Chewy

CS Workforce Specialist II

Louisville, KY · On-site

... RTA), Service Avoidance Analysis, and real time performance management to ensure Service Level ... Minimum of 1 year of experience performing WFM functions (specifically real-time management and/or ...

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How much do wfm rta jobs pay per year?

As of Jun 21, 2026, the average yearly pay for wfm rta in the United States is $52,014.00, according to ZipRecruiter salary data. Most workers in this role earn between $48,000.00 and $52,000.00 per year, depending on experience, location, and employer.

What is a WFM RTA job?

A Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time adherence, staffing levels, and service level performance in a call center or customer support environment. They analyze data to ensure efficient workforce allocation, make intraday adjustments, and provide recommendations to optimize productivity. Their role helps maintain operational efficiency and ensures customer service goals are met.

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

To thrive as a WFM RTA (Workforce Management Real-Time Analyst), you need strong analytical skills, attention to detail, and a background in workforce planning or contact center operations. Familiarity with WFM platforms such as NICE, Verint, or Genesys, along with proficiency in Excel and reporting tools, is typically required. Excellent communication, problem-solving abilities, and the capacity to stay calm under pressure help individuals excel in dynamic, fast-paced environments. These skills ensure accurate real-time monitoring, rapid responses to staffing issues, and optimal service levels for the business.

What are the typical day-to-day responsibilities of a WFM RTA in a contact center environment?

As a WFM RTA, your day is primarily spent monitoring live contact center activity to ensure schedules are being followed and that service level targets are met. You'll track agent adherence, report on queue volumes, identify coverage gaps, and make real-time adjustments such as reallocating staff or escalating issues. Collaboration with team leads and supervisors is routine to resolve attendance or performance issues quickly. This role requires quick thinking and effective communication to keep both staffing and operations aligned with business needs throughout the day.

More about Wfm Rta jobs
What are the most commonly searched types of Wfm Rta jobs? The most popular types of Wfm Rta jobs are:
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Wfm Rta jobs near you
Infographic showing various Wfm Rta job openings in the United States as of June 2026, with employment types broken down into 100% Full Time. Highlights an 79% In-person, and 21% Remote job distribution, with an average salary of $52,014 per year, or $25 per hour.
Call Center Director

Call Center Director

Serenity Mental Health Centers

Lehi, UT • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 6 days ago

Job description

Call Center Director
At Serenity, our mission is to help patients take back their lives by delivering innovative, alternative treatment options for a wide range of mood disorders. Our call center team plays a vital role in fulfilling this mission, serving as the first point of contact and setting the foundation for an exceptional patient experience.
As the Call Center Director, you will lead a rapidly growing team that supports multiple physician practices across the country. You will be responsible for overseeing critical centralized processes, driving operational excellence, collaboration with our sales and marketing lead generation strategies, and ensuring every interaction reflects our people-centric, patient-focused values. This is a meaningful opportunity to make a lasting difference for individuals who need it most.
Responsibilities
  • Provide strategic leadership and daily oversight to Patient Care Coordinator team, ensuring efficient, high-quality operations.
  • The patient coordination team includes phone agents, escalations, back-office functions across multiple sites and states.
  • Proven ability to foster well-balanced sales and patient centric outcomes.
  • Manage full-cycle talent processes, including hiring, training, coaching, development, performance management, and retention.
  • Identify trends, uncover root causes, and recommend solutions to improve team performance, drive engagement, and enhance the patient experience.
  • Leverage data to monitor, evaluate, and improve complex processes and workflows.
  • Establish and exceed key department metrics, performance standards, and operating policies.
  • Streamline service level expectations and ensure team adherence to quality and responsiveness requirements. Experience in WFM (RTA and Forecasting).
  • Build and scale the Customer Care function as the organization continues rapid expansion across the US.
  • Foster a culture of compassion, accountability, and excellence aligned with Serenity's mission and values.

Qualifications
  • 6-10 years of Director level experience leading large teams in a high-growth, sales and service-driven environment; startup or early-stage company experience strongly preferred.
  • Proven experience within a call center or high-volume inbound communications environment across multiple channels (phone, AI, email, chat, social).
  • Strong ability to identify, coach, and measure critical competencies and performance metrics.
  • Genuine passion for supporting individuals struggling with mental health challenges.
  • Demonstrated judgment and decision-making skills, with the ability to prioritize effectively in a fast-paced environment.
  • Alignment with Serenity's mission and ability to translate it into operational priorities.
  • Self-driven, proactive, exceptional attention to detail, and motivated by continuous improvement.
  • Excellent customer service, communication, and problem-solving skills.
  • Comfortable communicating and collaborating with professionals at all levels.
  • Ability to travel as business needs requires, currently averages 1 week per month.

Benefits
  • Competitive pay
  • Medical, dental, and vision insurance (Serenity covers 90% of the premium)
  • Life insurance
  • Flexible Spending Account (FSA)
  • Paid time off, Sick pay, and 401(k)
  • 10 paid major holidays
  • Bi-weekly paid team treats & lunches
  • Onsite fitness center

Who We Are
Serenity Healthcare empowers patients with advanced medical technologies that provide long-term relief-even when traditional treatments have not succeeded. We are deeply committed to delivering the highest-quality patient experience. This commitment starts with our people.
We invest in our employees and foster a culture that is people-centric, collaborative, positive, proactive, and rich with opportunities for both personal and professional growth.

Apply