Real-Time WFM Specialist - Hybrid, 12-Month Contract

PTR Global; England; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

PTR Global is seeking a Real-Time Workforce Management Specialist to monitor contact center queues, agent performance, staffing levels, and service-level results in real time. The role requires 1+ year in a contact center, proficiency with WFM tools, and strong analytical and communication skills.

Work arrangement is hybrid—onsite up to 3 days per week, with a 12-month contract. You will collaborate with operations leaders, adjust intraday schedules, and provide daily updates on forecasting and

Qualifications

• Minimum 1 year of contact center experience.
• Experience with workforce management or real-time queue monitoring.
• Familiarity with WFM software such as NICE, Verint, or Calabrio.
• Proficient in Microsoft Office applications.
• High school diploma required; associate or bachelor’s preferred.
• Strong communication, analytical and problem-solving skills.

Responsibilities

• Monitor call queues, agent adherence, attendance and service levels.
• Identify intraday staffing gaps and adjust schedules.
• Update forecasts using call volume, handle time and trends.
• Escalate attendance and performance issues to leadership.
• Collaborate with operations, vendors and support teams.
• Provide daily updates on forecasted service levels and staffing needs.
• Utilize WFM software (NICE, Verint, Calabrio) to support decisions.

Skills

Communication

Analytical thinking

Problem solving

Team collaboration

Education

High school diploma

Associate degree

Bachelor's degree

Tools

NICE

Verint

Calabrio

Microsoft Office

Job description

PTR Global is seeking a Real-Time Workforce Management Specialist to monitor contact center queues, agent performance, staffing levels, and service-level results in real time. The role requires 1+ year in a contact center, proficiency with WFM tools, and strong analytical and communication skills.

Work arrangement is hybrid—onsite up to 3 days per week, with a 12-month contract. You will collaborate with operations leaders, adjust intraday schedules, and provide daily updates on forecasting and