Job Description
About the role
The Real-Time Specialist (RTS) plays a vital and high-impact role within the Workforce Management (WFM) team, serving as a key driver of operational excellence across Customer Care. This role ensures that service levels are met by continuously monitoring performance, proactively managing staffing across multiple HUBs, and facilitating real-time decisions to support business continuity.
Reporting directly to the Real-Time Team Leader, the RTS acts as a central link between frontline operations and strategic performance goals. You’ll work closely with stakeholders across teams and regions, analyzing staffing data, coordinating live channel flows, and responding to changes in real time.
This is a unique opportunity to join a high-visibility function and help shape the day-to-day efficiency of our global support organization. You will contribute to cross-HUB collaboration, ensure consistency in real-time operations, and be instrumental in driv...