| Company | TransUnion |
| Job Title | Real Time Administrator (RTA) |
| Job Requisition ID | 19039777 |
| Location | Chennai, India |
| Job Type | Full Time |
| Work Mode | Remote (may require occasional in-person attendance) |
| Role Summary | Responsible for real-time monitoring of call center operations, staffing levels, schedule adherence, and workforce management to ensure service levels and operational efficiency. |
| Experience Required | Minimum 3 years in contact center environment and Workforce Management roles (RTA, Scheduler, Planner) |
| Education Requirement | High School Diploma or equivalent |
| Tools/Platforms | Workforce Management platforms such as Amazon Connect, Verint |
| Key Responsibilities | Monitor call volume and SLA targets, track schedule adherence, manage real-time schedule changes, escalate system outages, prepare reports on service levels and performance metrics, conduct root cause analysis, optimize staffing schedules, coordinate overtime and meetings, support workforce planning and operations. |
| Reporting & Analytics | Prepare daily, weekly, and monthly reports on service levels, adherence, AHT, shrinkage, utilization, and productivity metrics. |
| Operational Support | Liaison between Workforce Management and Operations, manage staffing adjustments, contingency planning for volume spikes or outages. |
| Forecasting | Use historical and real-time data to forecast staffing needs and analyze trends affecting workforce planning. |
| Required Skills | Communication skills, analytical skills, attention to detail, stakeholder management, ability to work in fast-paced environment, problem solving mindset. |
| Work Environment | Multi-channel or 24/7 contact center environment preferred |
