Hybrid Intraday WFM Specialist – Real-Time Optimizer

Lancesoft; Cumberland (RI); Hybrid; USD 23.000 - 34.000; Vollzeit

Zusammenfassung

Lancesoft Cumberland, RI is seeking a Workforce Management Real Time Specialist to manage real-time and intraday staffing for call center operations in a hybrid onsite role. You will work with internal and outsourced teams to keep service levels on target and adjust staffing based on forecast data.

The role requires at least 1 year in a contact center, strong MS Office skills, and experience with WFM tools such as Calabrio, Verint, or NICE.

Qualifikationen

• 1+ year experience in a contact center environment.
• Proficient with Microsoft Office (Word, Excel, Outlook).
• Experience with Workforce Management software (Calabrio, Verint, NICE).
• Ability to explain complex concepts clearly.

Aufgaben

• Ensure monthly service level goals are met by monitoring queues and agent performance at the interval level.
• Monitor agent adherence and escalate absences to scheduling analysts.
• Monitor queue and agent performance; escalate issues to management.
• Partner with vendor manager to maximize outsourced operations efficiency.
• Collaborate with vendor support to optimize outsourced operations.
• Recommend schedule changes based on observed trends and behaviors.
• Communicate daily forecast summaries of service levels and staffing needs to operations leadership.
• Adjust intraday forecasts based on business drivers and historical data.

Kenntnisse

Contact center exp

MS Office

WFM software

Clear communication

Ausbildung

High school diploma

Associate or bachelor’s degree

Jobbeschreibung

Lancesoft Cumberland, RI is seeking a Workforce Management Real Time Specialist to manage real-time and intraday staffing for call center operations in a hybrid onsite role. You will work with internal and outsourced teams to keep service levels on target and adjust staffing based on forecast data.

The role requires at least 1 year in a contact center, strong MS Office skills, and experience with WFM tools such as Calabrio, Verint, or NICE.