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

Santander USA; United States; Remote; USD 36,000 - 58,000; Full time

Job summary

Santander USA is seeking a Real Time Support Specialist to oversee call flow operations in a remote capacity. The role requires strong analytical skills and experience in workforce management functions. Candidates should have a Bachelor's degree and be proficient in workforce management software and Excel. Join a company that values diversity and offers competitive compensation and benefits.

Benefits

Competitive benefits package

Opportunities for personal growth

Qualifications

• 2+ years of experience in WFM functions, especially scheduling and RTA.
• Strong knowledge of telephony systems.
• Self-motivated and reliable.

Responsibilities

• Monitor real-time adherence and SLAs using workforce management tools.
• Make staffing adjustments to optimize resources.
• Analyze performance metrics to identify trends.

Skills

Analytical skills

Communication

Data analysis

Interpersonal skills

Education

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

Tools

Workforce management software (Aspect or Genesys)

Excel

Job description

Real Time Support Specialist - Workforce Management (100% Remote)

Country: United States of America

Your Journey Starts Here:

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.

An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

The Sr. Specialist, Small Business & Consumer Operations, is a highly analytical and detail-oriented Real Time Support Specialist with an emphasis on real-time adherence (RTA) and scheduling. This role involves overseeing the day-to-day call flow operations of various contact center groups, monitoring, directing, and analyzing daily activity, and producing reports for senior management. Building relationships with business partners, troubleshooting technology issues, and analyzing performance metrics are key responsibilities.

Key Responsibilities:

1. Utilize workforce management tools to monitor real-time adherence and SLAs.
2. Make real-time staffing adjustments to optimize resources.
3. Communicate effectively with team members and stakeholders.
4. Analyze performance metrics to identify trends and improvements.
5. Act as a point of contact for operational escalations.

What You Bring:

• Bachelor's Degree or equivalent work experience in Finance, Business, or related field.
• 2+ years of experience in WFM functions, especially scheduling and RTA, in a contact center environment.
• Strong knowledge of workforce management software (Aspect or Genesys preferred) and telephony systems.
• Proficiency in Excel for data analysis.
• Self-motivated, reliable, and able to work independently.
• Excellent interpersonal and communication skills.
• Knowledge of financial services regulations is a plus.

Compensation and Benefits:

Base Pay Range: $36,000 - $58,000 USD annually. Benefits include Santander benefits as detailed on our website.

Additional Information:

We embrace a strong risk culture and are an equal opportunity employer. We value diversity and encourage everyone to apply. The role involves minimal physical effort, with occasional lifting of light equipment. The description may be revised at any time, and employment can be terminated by either party at any time.

Next Steps:

If interested, please apply. For accommodations or assistance, contact [e-mail].