Hybrid Real-Time Workforce Specialist

PINNACLE GROUP (Pinnacle Technical Resources); Cumberland (RI); Ibrido; USD 33.000 - 36.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, vision coverage

401K contributions

Paid time off

Descrizione del lavoro

Pinnacle Technical Resources is seeking a Real-Time Workforce Management Specialist to monitor contact center queues, agent performance, staffing levels, and service-level results in real time. This role is based in Cumberland, RI with a hybrid arrangement, onsite up to 3 days weekly, and a 12-month contract.

The candidate will manage intraday forecasts, ensure SLA targets, and collaborate with vendors to optimize coverage and performance. Strong WFM and MS Office skills are required.

Competenze

• Minimum of one year in a contact center environment.
• Knowledge of Microsoft Office applications.
• Experience with WFM software (Calabrio/Verint/NICE).
• Ability to communicate complex concepts clearly.

Mansioni

• Monitor queues and agent performance at the interval level to meet service goals.
• Respond to absences and escalations, coordinating with scheduling.
• Partner with vendor management to optimize outsourced operations.
• Provide daily summaries of forecasted service levels and staffing needs.
• Adjust intraday forecasts to determine required staffing based on trends.

Conoscenze

Call center experience

Microsoft Office

Real-Time data awareness

Formazione

High school diploma

Associate or bachelor's degree desired

Strumenti

Calabrio

Verint

NICE

Descrizione del lavoro

Pinnacle Technical Resources is seeking a Real-Time Workforce Management Specialist to monitor contact center queues, agent performance, staffing levels, and service-level results in real time. This role is based in Cumberland, RI with a hybrid arrangement, onsite up to 3 days weekly, and a 12-month contract.

The candidate will manage intraday forecasts, ensure SLA targets, and collaborate with vendors to optimize coverage and performance. Strong WFM and MS Office skills are required.