Real Time Support Specialist-Work Force Management (100% Remote)

Santander; Austin (TX); Remote; USD 36,000 - 58,000; Full time

Job summary

A leading financial institution is seeking a Real Time Support Specialist for a remote role focused on workforce management. This position involves monitoring call flow operations, analyzing performance metrics, and making staffing adjustments to ensure service goals are met. Ideal candidates will possess a Bachelor's degree and relevant experience in a contact center environment, along with strong analytical skills and proficiency in workforce management tools.

Qualifications

• 2+ years of experience in WFM functions within a contact center environment.
• Strong knowledge of workforce management software (Aspect or Genesys preferred).
• Self-motivated and reliable.

Responsibilities

• Monitor real-time adherence and service levels using workforce management tools.
• Make staffing adjustments to meet service goals.
• Generate reports and provide insights to stakeholders.

Skills

Data analysis

Interpersonal skills

Real-time adherence monitoring

Scheduling

Education

Bachelor's Degree in Finance, Business, or related field

Tools

Workforce management software

Excel

Job description

Real Time Support Specialist-Work Force Management (100% Remote)

Join to apply for the Real Time Support Specialist-Work Force Management (100% Remote) role at Santander Bank, N.A.

Job Overview

The Sr. Specialist, Small Business & Consumer Operations, is a highly analytical and detail-oriented Real Time Support Specialist with emphasis on real-time adherence (RTA) and scheduling. The role involves overseeing day-to-day call flow operations across various groups, monitoring contact center activity, generating reports for management, building relationships with partners, troubleshooting technology issues, and analyzing performance metrics to improve productivity and service delivery.

Key Responsibilities

1. Utilize workforce management tools to monitor real-time adherence and service levels.
2. Make real-time staffing adjustments to meet service goals.
3. Coordinate with teams to implement schedule changes and communicate effectively.
4. Analyze performance metrics to identify trends and areas for improvement.
5. Generate reports and provide insights to stakeholders.
6. Act as a point of contact for operational escalations and resolve issues promptly.

Qualifications

• Bachelor's Degree or equivalent experience in Finance, Business, or related field.
• 2+ years of experience in WFM functions within a contact center environment.
• Strong knowledge of workforce management software (Aspect or Genesys preferred) and telephony systems.
• Proficiency in Excel and data analysis.
• Self-motivated, reliable, with excellent interpersonal skills.
• Knowledge of financial services regulatory environment is a plus.

Additional Information

This role is based in Austin, TX, with multiple other locations available. The salary range is $36,000 - $58,000 annually. Santander values diversity and is an equal opportunity employer. For accommodations during the application process, contact [e-mail].

Join us to explore a rewarding career with opportunities for growth and development in a supportive environment.