Real-Time Workforce Optimization Specialist

Downtown Boulder Partnership; Rhode Island; On-site; USD 33,062 - 35,817; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Vision insurance

Job summary

Pinnacle Group in Cumberland, RI is seeking a Workforce Analyst to manage real-time and intraday labor for our contact center. You will monitor queues, agent performance, and adherence to ensure service levels are met, while collaborating with vendors to optimize outsourced operations.

The role requires knowledge of ACD, forecasting/scheduling software, and strong communication to translate data into actionable scheduling decisions. This is a full-time contract in a hybrid setup.

Qualifications

• Minimum of one year of experience working in a contact center environment.
• High school diploma required. Associate or bachelor's degree desired.
• Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software.
• 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.

Responsibilities

• Ensure that monthly service level goals are met by monitoring queues and agent performance at the interval level.
• Monitor agent adherence for absences and elevate to scheduling analyst.
• Monitor queue and agent performance, escalating absent agents and long calls to management.
• 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 relationships with supervisors/team leads and agents to identify improvement opportunities.
• Communicate daily forecasted service levels and staffing needs to leadership for changes.
• Adjust intraday forecasts to determine required staffing levels using trends and data.
• Communicate effectively with internal customers.
• This position is a hybrid role requiring regular time in an RIE office location in Cumberland, RI.

Skills

ACD knowledge

Forecasting software

Microsoft Office

Communication skills

Education

High school diploma

Associate or Bachelor's degree desired

Tools

Calabrio

Verint

NICE

Job description

Pinnacle Group in Cumberland, RI is seeking a Workforce Analyst to manage real-time and intraday labor for our contact center. You will monitor queues, agent performance, and adherence to ensure service levels are met, while collaborating with vendors to optimize outsourced operations.

The role requires knowledge of ACD, forecasting/scheduling software, and strong communication to translate data into actionable scheduling decisions. This is a full-time contract in a hybrid setup.