Real Time Specialist I

Pinnacle Group; Cumberland (RI); Hybrid; USD 33.000 - 36.000; Vollzeit

Benefits dieser Stelle

Medical, dental, vision coverage

401K contributions

Paid time off

Zusammenfassung

Pinnacle Technical Resources is seeking a Real-Time Workforce Management Specialist to monitor contact center queues, agent performance, staffing levels, and service-level results in real time. This role is based in Cumberland, RI with a hybrid arrangement, onsite up to 3 days weekly, and a 12-month contract.

The candidate will manage intraday forecasts, ensure SLA targets, and collaborate with vendors to optimize coverage and performance. Strong WFM and MS Office skills are required.

Qualifikationen

• Minimum of one year in a contact center environment.
• Knowledge of Microsoft Office applications.
• Experience with WFM software (Calabrio/Verint/NICE).
• Ability to communicate complex concepts clearly.

Aufgaben

• Monitor queues and agent performance at the interval level to meet service goals.
• Respond to absences and escalations, coordinating with scheduling.
• Partner with vendor management to optimize outsourced operations.
• Provide daily summaries of forecasted service levels and staffing needs.
• Adjust intraday forecasts to determine required staffing based on trends.

Kenntnisse

Call center experience

Microsoft Office

Real-Time data awareness

Ausbildung

High school diploma

Associate or bachelor's degree desired

Tools

Calabrio

Verint

NICE

Jobbeschreibung

Real Time Specialist I
Professional(Other) | Professional(Other) Cumberland , Rhode Island Contract Oct 27, 2026

Real-Time Workforce Management Specialist
Location: Cumberland Rhode Island 02864
Work Arrangement: Hybrid — onsite up to 3 days per week
Contract: 12 months
Schedule: Shift may fall between 8:00 AM and 7:00 PM
Pay Rate: $24- $26on W2

We are seeking a Real-Time Workforce Management Specialist to monitor contact center queues, agent performance, staffing levels, and service-level results in real time.

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 escape 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.

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.

Note

• This position sits in Cumberland, RI.
• This position is hybrid and will sit onsite 3 days a week max.
• This position is a hybrid role requiring regular time in an RIE office location in Cumberland, RI.
• Candidate may be asked to work a shift that falls between 8.00 am and 7.00 pm.
• Is this position limited to office/home-based professional or administrative duties with no driving or field work?
• Description: Answer Yes only if the position is limited to professional or administrative duties performed in a traditional office or remote-home setting (vs. field work, in a plant/warehouse, etc.) and the worker does not operate a motor vehicle for any job duty, other than ordinary commuting to and from work. [ ] No [X] Yes

Pay Range: $XXX - $XXX
The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.