RTA

Description

**Description:** ---------------- **Servinform** is a solid and rapidly growing company with over 47 years of experience in technological and business solutions. We employ more than 6,000 professionals across Spain, Portugal, Italy, and Colombia, specializing in sectors such as banking, insurance, energy, public administration, IT, and telecommunications. We provide BPO, Call Center, Communications, Sales, Customer Service, and Digital Marketing services to over 1,500 national and international clients. Additionally, we operate under a Smart Business model, applying technology and artificial intelligence to efficiently achieve business objectives while never losing sight of the human factor. We are currently expanding our team and seeking an RTA responsible for supervising and optimizing the call center’s daily operations minute by minute. The RTA ensures optimal alignment between incoming calls/contacts and available staff, guaranteeing compliance with Service Level Agreements (SLAs) and agent adherence to scheduled shifts. **What will be your responsibilities?** * Adherence Monitoring * Real-time monitoring: Supervise agent statuses (on call, on break, after-call work, lunch) to ensure compliance with scheduled hours. * Correction of deviations: Identify excessive durations in non-productive states and immediately alert supervisors to address discrepancies. * Exception logging: Enter last-minute incidents (absences, delays, technical failures) into the Workforce Management (WFM) software. * Traffic and Queue Management * KPI monitoring: Continuously track Service Level (SLA), calls waiting, wait time, and abandonment rate. * Skilling: Dynamically adjust agent profiles in the telephony system to reinforce overloaded queues. * Contingency plans: Activate overflow protocols during unexpected traffic spikes. * Intraday Operational Adjustments * Offline activity management: Approve or postpone trainings, meetings, or coaching sessions based on current service level status. * Capacity optimization: Propose overtime during peak demand or voluntary time off (VTO) if call volume drops critically. * Reporting and Incident Escalation * Periodic reports: Submit operational performance reports at 30- or 60-minute intervals. * Technical escalation: Immediately detect and report any system or telephony outages to IT, relocating affected personnel. * Daily log: Record all incidents of the day to justify metric deviations. **What can we offer you?** * Permanent contract offering job stability and the opportunity to join a solid, rapidly growing company. * Full-time position. * Working hours: Monday–Thursday, 8:00–17:00; Friday, 8:00–14:30. * Access to an exclusive employee benefits and discount portal. * Job location: Calle Julián Camarillo 16, Madrid. * Salary commensurate with your professional background and contributions. **\*\*No sector of our society can be understood without gender equality and the inclusion of people with disabilities. Therefore, at Servinform Group, we regard equality and diversity as fundamental drivers of social progress, working daily toward achieving this goal.\*\* **Requirements:** --------------- MANDATORY REQUIREMENTS * Intermediate or advanced Excel skills (pivot tables and formulas). * Key competencies: Decision-making under pressure, assertive communication, strong analytical ability, and quick problem-solving. PREFERRED REQUIREMENTS * Experience with telephony/ACD systems (Avaya, Genesys, Amazon Connect, etc.). * Familiarity with WFM software (Verint, Nice, Teleopti, Calabrio, etc.). * Knowledge of programming, Visual Basic, SQL, Python.