Contact Center Specialist

CEI; Cumberland (RI); Hybride; USD 28 000 - 33 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

401(k) match

Résumé du poste

CEI is seeking a Contact Center Specialist in Cumberland, RI for a hybrid role (up to 3 days onsite). The position supports real-time management of contact center queues and agent performance.

Key responsibilities include monitoring queues, tracking adherence, escalating as needed, and collaborating with leaders and outsourced partners to optimize coverage and staffing. The role requires 1 year of contact center experience and proficiency with WFM tools.

Qualifications

• 1 year of contact center experience.
• Experience with real-time and intraday WFM.
• Proficiency with Calabrio, Verint, or NICE.

Responsabilités

• Monitor call center queues and interval performance.
• Track agent adherence and escalate when needed.
• Escalate long calls and absent agents to leadership.
• Collaborate with leaders and outsourced partners to improve coverage.
• Recommend schedule adjustments based on intraday trends.
• Provide daily summaries of forecasted service levels and staffing needs.
• Adjust intraday forecasts using drivers and historical performance.

Connaissances

Contact center exp

Real-time WFM

Adherence monitoring

Excel

Trend analysis

Formation

High school diploma

Associate or bachelor's degree preferred

Outils

Calabrio

Verint

NICE

Description du poste

Back Contact Center Specialist
Other Cumberland , Rhode Island Contract Hybrid Oct 27, 2026

Contact Center Specialist

Work Location Address: Cumberland, RI 02864 (hybrid; up to 3 days onsite/week)

Job at a Glance

• Title: Contact Center Specialist
• Location: Cumberland, RI (hybrid; up to 3 days onsite/week; shifts may fall between 8:00 AM and 7:00 PM)
• Contract: W2 only, 12 month contract + potential extension/conversion
• Pay: $20-$24/hour + optional medical, dental, vision, 401(k) match

Overview

The Contact CenterSpecialist supports real-time and intraday management of contact center queues and agent performance to help meet service level goals. This role focuses on interval-level monitoring, adherence management, and proactive staffing recommendations in a hybrid environment.

Key Responsibilities

• Monitor call center queues and interval performance to support monthly service level targets
• Track agent adherence and identify absences not captured; **escalate** to appropriate scheduling partners
• Escalate long calls and absent agents to operational leadership as needed
• Collaborate with internal leaders and outsourced operations partners to improve coverage and effectiveness
• Recommend schedule adjustments based on observed intraday behaviors and trends
• Provide daily summaries of forecasted service levels and staffing needs
• Adjust intraday forecasts using business drivers, trends, and historical performance

Required Skills

• Contact center environment experience (minimum 1 year)
• Real-time and intraday workforce management practices (queue and interval monitoring)
• Agent adherence monitoring and exception escalation
• Experience with commercial WFM tools (e.g., Calabrio, Verint, NICE)
• Proficiency with Microsoft Office, including Excel
• Ability to interpret trends in volume, handle time, and staffing requirements

Education

• High school diploma required
• Associate or bachelor’s degree desired

Preferred Skills

• Additional experience partnering with vendor-managed or outsourced contact center operations
• Experience creating structured daily operational summaries and staffing recommendations

Why Should I Apply?

This role offers hands‑on ownership of real‑time performance and staffing decisions that directly impact customer experience and contact center outcomes.

About CEI:

As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.
#ZR
#INDGEN