Real-Time Contact Center Optimizer

Socket.dev; Portland (ME); On-site; USD 52,000 - 68,000; Full time

Job summary

Socket.dev is seeking a Real-Time Analyst to monitor scheduling and adherence in real-time across multiple channels. You will identify non-adherent agents, adjust staffing as needed, and support reporting for operations and WFM.

The role requires strong analytical skills, attention to detail, and the ability to work in a fast-paced environment. You will collaborate with Operations to enforce schedules, address handling times, and ensure service levels.

Qualifications

• High School Diploma or GED required.
• At least 2 years in contact center workforce management/ops support.
• Strong knowledge of WFM tools (Five9, Serenova, Shiftboard, Socrates, IEX/NICE).
• Intermediate Excel/Sheets experience (formulas, filters, pivots).
• Attention to detail and accuracy; strong organizational skills.
• Able to multi-task and monitor multiple queues/systems.

Responsibilities

• Provide real-time scheduling and contact flow support in a multi-client environment.
• Monitor real-time adherence and communicate with agents to meet staffing targets.
• Track real-time contact volume across queues and adjust staffing/workflows.
• Generate regular reports for Operations and WFM to inform decisions.
• Collaborate with RTA Manager and team on coverage and reporting.
• Produce on-demand reports and support additional duties as assigned.

Skills

Real-Time Analytics

Workforce Management

Data Analysis

Communication Skills

Attention to Detail

Education

High School Diploma or GED

Tools

Five9

Serenova

Shiftboard

Socrates

IEX/NICE

Job description

Socket.dev is seeking a Real-Time Analyst to monitor scheduling and adherence in real-time across multiple channels. You will identify non-adherent agents, adjust staffing as needed, and support reporting for operations and WFM.

The role requires strong analytical skills, attention to detail, and the ability to work in a fast-paced environment. You will collaborate with Operations to enforce schedules, address handling times, and ensure service levels.