Location
davao, davao del sur, Philippines
Posted
July 16, 2026
Job Description
An RTA's day is defined by monitoring the floor and making rapid-fire decisions to balance call volume with agent availability.
• Real-Time Monitoring: They use software (like Verint, Avaya, or Genesys) to watch call queues and agent states. If wait times are climbing or calls waiting hit a certain threshold, the RTA takes action. 1
• Adherence Management: They track if agents are following their schedules. If an agent is on a 15-minute break but stays for 25, the RTA flags this (often called out of adherence) to maintain proper staffing levels.
• Intraday Adjustments: When things go wrong—like a sudden spike in calls or a technical outage—the RTA moves resources. This might involve:
Canceling team meetings or coaching sessions.
Moving agents from one queue (e.g., Email) to another (e.g., Inbound Calls).
Asking for voluntary overtime (VOT) or offering voluntary time off (VTO).
• Reporting: RTAs provide hou...
• Real-Time Monitoring: They use software (like Verint, Avaya, or Genesys) to watch call queues and agent states. If wait times are climbing or calls waiting hit a certain threshold, the RTA takes action. 1
• Adherence Management: They track if agents are following their schedules. If an agent is on a 15-minute break but stays for 25, the RTA flags this (often called out of adherence) to maintain proper staffing levels.
• Intraday Adjustments: When things go wrong—like a sudden spike in calls or a technical outage—the RTA moves resources. This might involve:
Canceling team meetings or coaching sessions.
Moving agents from one queue (e.g., Email) to another (e.g., Inbound Calls).
Asking for voluntary overtime (VOT) or offering voluntary time off (VTO).
• Reporting: RTAs provide hou...