Real Time Specialist (Workforce Management)

Job Description:

• This position sits in Cumberland, RI. This position is hybrid and will sit onsite 3 days a week max.
• Candidate may be asked to work a shift that falls between 8am and 7pm.

Job Summary

• Reporting to the Manager of Workforce Management Performance and Strategy, the Workforce Management Real Time Specialist is responsible for providing real-time and intraday management of vendor and internal agents and of call center queues.
• This role will be integral in ensuring the contact center meets its goals for handling customer calls in a timely manner.
• Responsibilities include identifying and responding to intervals which require remediation to optimize coverage and service level based on skill set and priority.

Job Responsibilities

• Ensure that monthly service level goals are being met by monitoring queues and agent performance at the interval level.
• Monitor agent adherence for absences that have not been captured and escalate to scheduling analyst.
• Monitor queue and agent performance, escalating absent agents and long calls to management staff.
• Partner with vendor manager to maximize operational effectiveness of outsourced operations.
• Work with vendor support specialist to maximize operational effectiveness of outsourced operations
• Make recommendations on schedule changes based on observed behaviors.
• Create and retain strong relationships with the operational supervisors/team leads and agents, collaborating effectively to identify opportunities for improvement in both efficiency and agent satisfaction.
• Communicate daily summary of forecasted service levels and staffing needs, working with operations leadership to make changes as necessary.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Communicate effectively and professionally and build strong relationships with internal customers.

Education/ Experience

• Minimum of one year of experience working in a contact center environment.
• High school diploma required.
• Associate or bachelor s degree desired.
• Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
• Demonstrated knowledge of computer literacy in Microsoft Office.
• Experience with a commercial WFM software package (e.g., Calabrio, Verint, NICE).
• Ability to communicate complex concepts effectively.