Hybrid Real-Time WFM Analyst — Contact Center

CEI; Cumberland (RI); Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Job summary

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.

Responsibilities

• 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.

Skills

Contact center exp

Real-time WFM

Adherence monitoring

Excel

Trend analysis

Education

High school diploma

Associate or bachelor's degree preferred

Tools

Calabrio

Verint

NICE

Job description

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.