Real Time Specialist I

Lancesoft; Cumberland (RI); Hybrid; USD 23,000 - 34,000; Full time

Job summary

Lancesoft Cumberland, RI is seeking a Workforce Management Real Time Specialist to manage real-time and intraday staffing for call center operations in a hybrid onsite role. You will work with internal and outsourced teams to keep service levels on target and adjust staffing based on forecast data.

The role requires at least 1 year in a contact center, strong MS Office skills, and experience with WFM tools such as Calabrio, Verint, or NICE.

Qualifications

• 1+ year experience in a contact center environment.
• Proficient with Microsoft Office (Word, Excel, Outlook).
• Experience with Workforce Management software (Calabrio, Verint, NICE).
• Ability to explain complex concepts clearly.

Responsibilities

• Ensure monthly service level goals are met by monitoring queues and agent performance at the interval level.
• Monitor agent adherence and escalate absences to scheduling analysts.
• Monitor queue and agent performance; escalate issues to management.
• Partner with vendor manager to maximize outsourced operations efficiency.
• Collaborate with vendor support to optimize outsourced operations.
• Recommend schedule changes based on observed trends and behaviors.
• Communicate daily forecast summaries of service levels and staffing needs to operations leadership.
• Adjust intraday forecasts based on business drivers and historical data.

Skills

Contact center exp

MS Office

WFM software

Clear communication

Education

High school diploma

Associate or bachelor’s degree

Job description

Duration: 12 months assignment with possible of extension based on performance/business need Pay range: $16.44 - 24.67/hr on w2 (all inclusive) NOTE: This position sits in Cumberland, RI. This position is hybrid and will sit onsite 3 days a week max. Candidate may be asked to work a shift that falls between 8am and 7pm.

Job Summary

Reporting to the Manager of Workforce Management, 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.

Job Responsibilities

• 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 escalates 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 *** office location in Cumberland, RI.

Education/ Experience

• Minimum of one year of experience working in a contact center environment.
• High school diploma required.
• Associate or bachelor’s degree desired.
• 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 Qualifications

• Associate or bachelor’s degree preferred.