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What We'll Bring:
Job Description – Real-Time AdministratorOverview
At TransUnion, we empower our associates to own their professional journey while providing the support needed to grow and succeed. We believe in pursuing passions, taking initiative, and demonstrating leadership every day—regardless of job title. Join our team to work with innovative products, cutting edge technology, and exceptional people.
The Real-Time Administrator (RTA) plays a key role in supporting our Consumer Service Centers by ensuring optimal staffing, service level performance, and intraday workforce efficiency. This role is responsible for real-time monitoring of call traffic, staffing levels, schedule adherence, and any operational issues that may impact productivity or service delivery. The RTA evaluates events such as absenteeism, system outages, and schedule deviations, collaborating with Team Leads and Operations partners to make proactive adjustments.
This position applies workforce management practices to drive productivity, reduce variance, and improve delivery outcomes through efficient resource utilization.
What You'll Bring:
Requirements
- High school diploma or equivalent required
- Minimum of 3 years’ experience in a contact center environment
- At least 3 years of Workforce Management experience in roles such as Real-Time Analyst (RTA), Scheduler or Planner
- Demonstrated proficiency with Workforce Management platforms (e.g., Amazon connect, Verint)
- Experience working in a multi‑channel support call center or a 24/7 support environment is preferred
Key Responsibilities
Real-Time Monitoring & Service Delivery
- Monitor call volume flows, SLA targets, and any deviations; initiate mitigation steps to ensure service levels are met.
- Perform real-time tracking of schedule adherence including breaks, absenteeism, late logins, early logins, and any off-schedule behavior.
- Process and respond to real-time schedule change requests, off-phone activities, and associate profile adjustments.
- Identify and escalate system outages or SLA risks immediately following established escalation protocols.
Reporting & Analytics
- Analyze daily efficiency metric reports and distribute insights to leadership teams (Operations & WFM).
- Prepare and deliver daily reports on service levels, adherence, non-adherence, volume, AHT, shrinkage, utilization, and employee activity across all productivity metrics.
- Conduct root cause analysis on deviations from the standard process or performance expectations.
- Provide data-driven insights and recommendations to internal and external stakeholders.
- Produce hourly, daily, weekly, and monthly schedule adherence reporting.
Operational Support & Optimization
- Act as the primary liaison between Workforce Management and Operations, maintaining collaborative partnerships.
- Monitor inbound operations to ensure optimal staffing levels and facilitate real-time discussions with key stakeholders.
- Administer contingency action plans to address volume spikes, outages, or unforeseen events.
- Optimize schedules daily to respond to shrinkage events such as call-outs, late arrivals, early departures, and unplanned offline activities.
- Coordinate 1:1s, coaching sessions, and team meetings to minimize service level impact.
- Solicit and coordinate overtime as needed to meet forecasted call volumes.
- Assist with department projects and support additional duties as assigned.
Forecasting & Trend Analysis
- Use historical and real-time trends to forecast staffing needs and understand operational drivers impacting service delivery.
- Identify call volume and associate behavior trends that may affect capacity planning or long-term workforce decisions.
Impact You'll Make:
Additional Attributes
- Strong communication and stakeholder management skills
- Ability to work under pressure in a fast-paced environment
- High attention to detail and analytical capability
- Proactive, solution-oriented mindset
TransUnion Job Title
Analyst, Consumer Operations SupportTop Skills
What the Team is Saying
What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace. We do this by having an accurate and comprehensive picture of each person. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve. We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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