RTA Team Leader (WFM)

Job Title: RTA Team Leader (WFM)

Location: Sandton or Rosebank, Johannesburg, South Africa
Job Type: Permanent

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service—every time.

Our Workforce Management (WFM) function is central to operational success, ensuring the right resources are in place at the right time to deliver consistent service performance across our campaigns.

Position Overview

We are seeking an experienced and people-focused RTA Team Leader to lead our Real-Time Analyst function and take ownership of intraday workforce performance across assigned campaigns and operations.

This role sits between our Real-Time Analyst team and Planning Manager, providing day-to-day leadership to RTAs and Senior RTAs while ensuring service risks are identified early, appropriate interventions are implemented, and operational stakeholders remain informed throughout the day.

You will be accountable for the quality, consistency, and effectiveness of real-time workforce management, acting as the primary escalation point for complex service, staffing, adherence, and performance challenges.

The role requires a strong combination of operational judgement, analytical thinking, people leadership, and stakeholder management.

Key Responsibilities

Real-Time Performance Leadership

• Lead real-time workforce management across assigned campaigns, queues, channels, and operating periods.
• Ensure intraday performance is actively monitored against agreed SLAs, KPIs, staffing requirements, and operational targets.
• Ensure RTAs identify performance risks early and implement appropriate real-time interventions.
• Review significant deviations in volume, staffing, adherence, productivity, and service performance and determine appropriate corrective action.
• Provide direction to the RTA team during periods of operational pressure or rapidly changing demand.
• Ensure real-time decisions appropriately balance customer experience, employee impact, operational requirements, and service delivery.

Team Leadership & Development

• Lead, coach, and develop a team of Real-Time Analysts and Senior Real-Time Analysts.
• Set clear expectations for performance, quality, communication, accountability, and service delivery.
• Conduct regular one-to-one meetings, coaching discussions, and performance reviews.
• Identify individual and team capability gaps and develop appropriate coaching or development interventions.
• Support onboarding and development of new RTA team members.
• Create an environment in which team members are encouraged to challenge assumptions, use data effectively, and make sound operational decisions.
• Support career development and succession planning within the real-time workforce management function.

Escalation & Incident Management

• Act as the primary WFM escalation point for significant intraday staffing, adherence, service, or performance risks.
• Lead the real-time response to service-impacting incidents including system outages, unexpected volume changes, staffing shortages, and other operational disruptions.
• Ensure incidents are appropriately logged, tracked, escalated, and communicated.
• Coordinate with Operations, Technology, WFM, and other support functions during service-impacting events.
• Ensure stakeholders receive clear and timely updates throughout the incident lifecycle.
• Facilitate or contribute to post-incident reviews and root cause analysis.
• Ensure agreed corrective and preventative actions are followed through.

Team Coverage & Operational Readiness

• Ensure appropriate RTA coverage across required operating hours, campaigns, and business areas.
• Coordinate team schedules, shift coverage, leave, and operational handovers to maintain continuity of support.
• Ensure effective handovers between shifts and operating periods.
• Identify potential coverage risks and escalate or resolve these proactively.
• Maintain awareness of upcoming operational changes, launches, ramps, and other events that may affect real-time support requirements.

Reporting, Insight & Governance

• Review real-time reporting, dashboards, and performance updates for accuracy, quality, and consistency.
• Ensure established reporting and communication routines are completed accurately and on time.
• Analyse recurring intraday trends and identify underlying operational or workforce risks.
• Provide clear insights and recommendations to Operations and WFM leadership.
• Ensure significant forecast variances, staffing trends, shrinkage patterns, adherence concerns, and recurring service risks are fed back into the wider planning process.
• Maintain appropriate records of significant decisions, interventions, escalations, and operational outcomes.

Process Improvement & Quality

• Establish and maintain consistent standards for real-time workforce management across the RTA team.
• Review RTA workflows, escalation processes, reporting standards, and operating practices to identify opportunities for improvement.
• Drive continuous improvement in the accuracy, responsiveness, and effectiveness of real-time support.
• Conduct quality reviews of RTA outputs and provide feedback where standards are not being met.
• Promote consistent use of agreed processes, escalation thresholds, and decision-making frameworks.
• Partner with Planning and other WFM stakeholders to improve the relationship between planned and actual workforce performance.

WFM Tools & Enablement

• Promote effective utilisation of WFM tools, dashboards, and real-time reporting systems.
• Ensure RTAs and Senior RTAs are confident and capable in the use of relevant workforce management technology.
• Identify system, data, or reporting limitations that affect real-time decision-making and escalate these appropriately.
• Collaborate with reporting, systems, and planning teams to improve WFM tools, dashboards, automation, and workflows.
• Support the introduction and adoption of new workforce management capabilities.

Stakeholder & Client Support

• Act as a key point of contact for Operations leadership regarding real-time workforce performance.
• Build strong working relationships across Operations, Planning, Recruitment, Training, Technology, and other support functions.
• Communicate service risks, interventions, and performance outcomes clearly and constructively.
• Provide operational leaders with data-driven recommendations rather than reporting performance in isolation.
• Support client discussions where real-time workforce performance, service risks, or corrective actions require explanation.
• Escalate material workforce or service risks to the Planning Manager and relevant operational leadership.

Planning Partnership

• Work closely with the Planning Manager and workforce planning team to connect real-time performance with future workforce planning.
• Provide structured feedback on recurring demand variances, staffing gaps, shrinkage, adherence patterns, and operational constraints.
• Support the evaluation of whether planning assumptions are translating effectively into live operations.
• Provide real-time operational insight to support scenario planning and future workforce decisions.
• Maintain clear accountability boundaries between real-time execution and forecasting, scheduling, and capacity planning.

Qualifications

Essential

• 3–5 years’ experience within Workforce Management, Real-Time Analysis, or a similar contact centre environment.
• Demonstrable experience operating at Senior RTA, Team Leader, or equivalent level.
• Previous experience leading, coaching, or developing employees within an operational environment.
• Strong understanding of real-time workforce management, including service levels, adherence, shrinkage, staffing, occupancy, AHT, and intraday performance.
• Strong working knowledge of WFM platforms and real-time reporting tools.
• Advanced proficiency in Microsoft Excel and/or Google Sheets.
• Strong analytical and problem-solving capability with the ability to make sound decisions under pressure.
• Strong communication and stakeholder management skills.
• Ability to manage competing operational priorities within a fast-paced environment.
• Strong attention to detail with a focus on reporting accuracy and operational discipline.

Preferred

• Experience within a BPO or large-scale contact centre environment.
• Experience supporting multiple campaigns, sites, or geographies.
• Experience with WFM tools such as Calabrio, Verint, NICE, AWS Connect, or similar platforms.
• Familiarity with business intelligence tools such as Power BI or Tableau.
• Experience participating in incident management, root cause analysis, or continuous improvement initiatives.
• Exposure to workforce forecasting, scheduling, or capacity planning processes.

What We Offer

• Work Model: Hybrid flexibility depending on operational requirements.
• Development: Exposure to global operations, workforce planning, operational leadership, and advanced WFM practices.
• Career Growth: Opportunities to progress into workforce planning, WFM management, or broader operational leadership roles.
• Culture: A collaborative, analytical, fast-paced, and performance-driven environment.
• Perks/Benefits: Competitive salary and additional employee benefits.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.