Real-Time Scheduling Specialist

NexRep; Portland, Northern (ME, KY); Hybrid; USD 55,000 - 70,000; Full time

Job summary

The Real-Time Analyst at NexRep will monitor and report real-time schedule adherence using scheduling and time-tracking software and ACD displays. You will identify non-adherent agents and redirect them to the appropriate contact channel while watching KPIs such as staffing and service levels to ensure contractual obligations are met.

This role collaborates with Operations and the Workforce Management team to provide regular reports and adjust coverage as needed.

Qualifications

• High School Diploma or GED required.
• At least 2 years experience in contact center workforce management or operations support.
• Strong knowledge of workforce management tools (Five9, Serenova, Shiftboard, Socrates, IEX/NICE, client systems).
• Proficient with spreadsheets (MS Excel, Google Sheets).
• Excellent attention to detail, organization, and time management.
• Ability to work with little supervision and multitask across queues/systems.
• Strong communication and customer service mindset.
• Flexibility to work evenings or weekends as needed.

Responsibilities

• Provide real-time scheduling and contact flow support in multi-client/multi-channel environment.
• Monitor real-time adherence and communicate with agents to meet staffing targets.
• Monitor real-time contact volume across queues and adjust to staffing, wait times and abandonment metrics.
• Provide regular reporting to Operations to inform business decisions.
• Provide regular reporting to WFM to determine future staff planning.
• Meet regularly with RTA Manager and other RTAs to align on coverage, duties, reporting.
• Produce on-demand reports as needed.
• Other duties as assigned.

Skills

Analytical skills

Time management

Organization

Communication skills

Self-motivation

Multitasking

Education

High School Diploma / GED

Tools

Five9

Serenova

Shiftboard

Socrates

IEX/NICE

client systems

MS Excel

Google Sheets

Job description

The Real-Time Analyst at NexRep will monitor and report real-time schedule adherence using scheduling and time-tracking software and ACD displays. You will identify non-adherent agents and redirect them to the appropriate contact channel while watching KPIs such as staffing and service levels to ensure contractual obligations are met.

This role collaborates with Operations and the Workforce Management team to provide regular reports and adjust coverage as needed.