RTA Agent

We are looking for a Senior RTA to join our team at Patrianna, a fast-growing product development company in Gibraltar. The ideal candidate will have a passion for optimizing processes and performance in a fast-paced, high-growth environment.

Requirements

• Monitor real-time contact centre performance across all channels (tickets, chats, tasks)
• Execute intraday adjustments to agent schedules, skills, and queues within workforce management tools
• Identify and escalate real-time operational issues, such as significant queue backlogs, system outages, or critical staffing gaps
• Monitor agent occupancy, adherence to schedule, and utilization within workforce management tools
• Actively track and report on real-time SLA and KPI adherence using workforce management and customer support systems
• Conduct real-time and initial post-mortem trend analysis using available performance data to identify potential bottlenecks, inefficiencies, or emerging patterns that impact performance
• Create and distribute real-time and daily performance reports from workforce management data, highlighting operational trends and key metrics as required

Benefits

• Competitive salary
• Opportunity to work with a fast-growing company
• Chance to develop skills in real-time performance monitoring and intraday action