Real-Time Call Center Optimizer

Allied Benefit Systems; Chicago (IL); Remote; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Tuition Reimbursement

Employee Assistance Program (EAP)

Technology Stipend

Job summary

Allied Benefit Systems is seeking a Workforce Coordinator to monitor intra-day activity in a remote-capable, multi-channel call center. You will manage agent adherence, forecast staffing needs, and collaborate with leadership to meet service level goals and drive customer satisfaction.

The role requires 1–2 years in a call center and strong Excel skills, with experience in Nice inContact CX One or similar scheduling software considered a plus.

Qualifications

• 1-2 years call center experience required.
• Resource management experience – multi channel call center.
• Microsoft Office – heavy Excel experience.
• Prior knowledge of Nice inContact CX One is a plus, other scheduling softwares also a plus.

Responsibilities

• Manage real-time contact activity and agent adherence.
• Collaborates with Call Center Leadership Team on agent statistics and service levels.
• Perform analysis and recommendations to facilitate optimal staffing levels or support workflow adjustments.
• Monitors productivity levels and promotes efficiency improvements.

Skills

Call center experience

Resource management

Education

High school diploma or equivalent

Tools

Excel

Nice inContact CX One

Scheduling software

Job description

Allied Benefit Systems is seeking a Workforce Coordinator to monitor intra-day activity in a remote-capable, multi-channel call center. You will manage agent adherence, forecast staffing needs, and collaborate with leadership to meet service level goals and drive customer satisfaction.

The role requires 1–2 years in a call center and strong Excel skills, with experience in Nice inContact CX One or similar scheduling software considered a plus.