RTA Specialist

Avetta’s SaaS platform connects the world’s leading organizations with qualified suppliers, contractors, and vendors. We bring unmatched visibility to companies through cloud-based technology and human insights. As a result, we foster sustainable growth for businesses and their supply chains. Our SaaS subscription software is used by 85k+ active customers in over 100 countries. 

SUMMARY

The RTA Specialist will be responsible for maintaining SLAs for all supplier support operations in the region they are hired to work with. This role follows a hybrid work model, requiring employees to work in the office three days per week and remotely for the remaining days.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Real-time monitoring of live support queues (calls and chats)
• Coordinating the completion of back office tasks (emails, voicemails, verifications)
• Maintaining SSP schedules in Talkdesk WFM
• Scheduling trainings, 1:1s, team meetings, etc.
• Providing reporting to and working closely with SSP leadership to establish processes and work through challenges

IDEAL EXPERIENCE:

• 2+ years experience in a call center, customer service, or workforce management setting
• Experience in optimizing staffing levels and schedules to meet service level agreements

PREFERRED QUALIFICATIONS:

• Demonstrated ability to make quick, data-driven decisions in a fast-paced environment.
• Familiarity with industry best practices for real-time analysis and workforce management.
• Strong track record of collaborating with cross-functional teams to drive performance improvements.
• Strong analytical skills with the ability to process large amounts of complex data and present it in a comprehensible manner
• Excellent communication and creative problem-solving skills.
• Track record of working effectively with little supervision
• Demonstrated ability to prioritize tasks appropriately

IDEAL EDUCATION & TRAINING:

• Bachelor's degree in Business, Computer Science, Mathematics, Statistics, Engineering, Management, Economics, or a related field is advantageous but not required.
• Some training or proficiency in Microsoft Excel
• Knowledge of business intelligence tools such as Power BI is advantageous but not required