Real-Time Adherence Specialist

NexRep, LLC; Portland (ME); On-site; USD 25,000 - 33,000; Full time

Job summary

NexRep, LLC is seeking a Real-Time Analyst (RTA) to monitor and report schedule adherence in real-time using scheduling and time-tracking tools. You will work closely with Operations to keep agents on track across multiple channels and implement timely staffing decisions.

You’ll provide ongoing reporting to the Workforce Management team and Operations, identify non-adherent behavior, and help optimize agent performance and contact handling times.

Qualifications

• High School Diploma or GED required.
• Minimum 2 years in contact center workforce management / operations support.
• Strong knowledge of workforce management tools (Five9, Serenova, Shiftboard, Socrates, IEX/NICE).
• Intermediate Excel/Sheets capabilities (formulas, filters, pivots).
• Attention to detail, organization, time-management.
• Ability to multi-task and monitor multiple queues or systems.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication.
• Customer-experience focused with initiative and accountability.

Responsibilities

• Provide real-time scheduling and contact flow support in a multi-client environment.
• Monitor and maintain real-time adherence to staffing targets.
• Track real-time contact volume across queues and respond to changes in staffing and wait times.
• Provide regular reporting to Operations and WFM for decision-making.
• Collaborate with RTA Manager and RTAs to align coverage and duties.
• Assist Operations to enforce schedule adherence and time targets.
• Produce on-demand reports as needed.
• Other duties as assigned.

Skills

WFM tools knowledge

Data analysis

MS Excel / Google Sheets

Multitasking

Education

High School Diploma / GED

Tools

Five9

Serenova

Shiftboard

Socrates

IEX/NICE

Job description

NexRep, LLC is seeking a Real-Time Analyst (RTA) to monitor and report schedule adherence in real-time using scheduling and time-tracking tools. You will work closely with Operations to keep agents on track across multiple channels and implement timely staffing decisions.

You’ll provide ongoing reporting to the Workforce Management team and Operations, identify non-adherent behavior, and help optimize agent performance and contact handling times.