Real Time Specialist

TALENT Software Services

Arden Hills (MN)

On-site

USD 41,328 - 48,216

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

A leading company seeks an experienced Real Time Specialist to manage vendor and internal agents in a call center environment. This role includes monitoring queues, ensuring timely customer service delivery, and collaborating with operational teams to enhance effectiveness. Prefer candidates with experience in workforce management tools and strong communication skills.

Qualifications

Minimum of one year of experience in a contact center environment.
Knowledge in ACD technology and experience with scheduling software.
Ability to communicate complex concepts effectively.

Responsibilities

Monitor queues and agent performance to meet service level goals.
Communicate daily summaries of staffing needs and forecasted service levels.
Make recommendations on schedule changes based on observed behaviors.

Skills

Communication

Knowledge of ACD technology

Computer literacy

Education

High school diploma

Associate or bachelor’s degree

Tools

WFM software packages (Calabrio, Verint, NICE)

Microsoft Office

Job description

TALENT Software Services provided pay range

This range is provided by TALENT Software Services. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$30.00/hr - $35.00/hr

Are you an experienced Real Time Specialist with a desire to excel? If so, then Talent Software Services may have the job for you! Our client is seeking an experienced Real Time Specialist to work in Providence, RI.

Position Summary: Reporting to the Manager of Workforce Management Performance and Strategy, the Workforce Management Real Time Specialist is responsible for providing real-time and intraday management of vendor and internal agents and of call center queues. This role will be integral in ensuring the contact center meets its goals for handling customer calls in a timely manner. Responsibilities include identifying and responding to intervals which require remediation to optimize coverage and service level based on skill set and priority.

Primary Responsibilities/Accountabilities:

Ensure that monthly service level goals are being met by monitoring queues and agent performance at the interval level.
Monitor agent adherence for absences that have not been captured and escalate to scheduling analyst.
Monitor queue and agent performance, escalating absent agents and long calls to management staff.
Partner with vendor manager to maximize operational effectiveness of outsourced operations.
Work with vendor support specialist to maximize operational effectiveness of outsourced operations
Make recommendations on schedule changes based on observed behaviors.
Create and retain strong relationships with the operational supervisors/team leads and agents, collaborating effectively to identify opportunities for improvement in both efficiency and agent satisfaction.
Communicate daily summary of forecasted service levels and staffing needs, working with operations leadership to make changes as necessary.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Communicate effectively and professionally and build strong relationships with internal customers.
This position is a hybrid role requiring regular time in an RIE office location in Cumberland, RI.

Qualifications:

Minimum of one year of experience working in a contact center environment.
High school diploma required. Associate or bachelor’s degree desired.
Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
Demonstrated knowledge of computer literacy in Microsoft Office.
Experience with a commercial WFM software package (e.g., Calabrio, Verint, NICE).
Ability to communicate complex concepts effectively.

Preferred: