Real-Time WFM Specialist: Call Center Optimization

Consumer-Cellular; Tempe (AZ); On-site; USD 53,000 - 68,000; Full time

Benefits offered by this job

Medical insurance

Dental and Vision insurance

401(k) company match

Paid Time Off

Holidays

Flexible Spending Accounts

Life and AD&D insurance

Long-Term Disability

Employee Assistance Program

Employee rewards program

Job summary

Consumer Cellular in Tempe is seeking a Workforce Management Real Time Specialist to manage intraday call center staffing and queues, ensuring operations meet service level goals and respond swiftly to outages. You will analyze trends, generate real-time reports, and adjust skilling as needed.

Advanced Excel, strong communication, and the ability to multitask across WFM tools are essential. Position offers full-time hours in a dynamic team environment with competitive pay and a full benefits

Qualifications

• Proven interpersonal and communication skills across all levels.
• Advanced proficiency in Excel is required.
• Ability to multitask across multiple WFM tools.

Responsibilities

• Make Real-Time decisions to align with service goals.
• Observe agent states and adjust as needed.
• Produce real-time reports and alerts on KPIs.
• Suggest improvements based on trend analysis.
• Adjust employee skilling to meet service levels.
• Adhere to attendance and punctuality standards.

Skills

Interpersonal skills

Communication skills

Multitasking

Task prioritization

Tools

Microsoft Excel

Job description

Consumer Cellular in Tempe is seeking a Workforce Management Real Time Specialist to manage intraday call center staffing and queues, ensuring operations meet service level goals and respond swiftly to outages. You will analyze trends, generate real-time reports, and adjust skilling as needed.

Advanced Excel, strong communication, and the ability to multitask across WFM tools are essential. Position offers full-time hours in a dynamic team environment with competitive pay and a full benefits