Intraday Real-Time Workforce Optimization Specialist

PTR Global; Cumberland (RI); Hybrid; USD 65,000 - 90,000; Full time

Job summary

PTR Global in Rhode Island is seeking a Workforce Management Real-Time Specialist to provide real-time and intraday management of contact center agents and queues. This role ensures service levels are met and staffing adapts to forecasted call volumes.

You will monitor adherence, recommend schedule changes, work with vendor partners, and communicate daily summaries to operations leadership to optimize efficiency and customer satisfaction.

Qualifications

• Minimum 1 year of experience in a contact center environment.
• High school diploma required; associate or bachelor’s degree desired.
• Proficient in Microsoft Office.
• Experience with a commercial WFM software package (e.g., Calabrio, Verint, NICE).
• Ability to communicate complex concepts effectively.

Responsibilities

• Monitor queues and agent performance at the interval level to ensure monthly service level goals are met.
• Track agent adherence and escalate unrecorded absences.
• Escalate issues related to absent agents and long calls to management.
• Collaborate with vendor managers to maximize outsourced operations efficiency.
• Recommend schedule changes based on observed behavior and trends.
• Maintain relationships with supervisors, leads, and agents to identify efficiency and satisfaction improvements.
• Provide daily forecast summaries of service levels and staffing needs to operations leadership.

Job description

PTR Global in Rhode Island is seeking a Workforce Management Real-Time Specialist to provide real-time and intraday management of contact center agents and queues. This role ensures service levels are met and staffing adapts to forecasted call volumes.

You will monitor adherence, recommend schedule changes, work with vendor partners, and communicate daily summaries to operations leadership to optimize efficiency and customer satisfaction.