Real Time Administrator

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Team Overview

Overview

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. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview And Core Responsibilities

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.

Required Knowledge And Experiences

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 Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development- while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good - you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion Job Title

Analyst, Consumer Operations Support