Real-Time Workforce & Scheduling Specialist (Remote)

Everise; États-Unis; À distance; USD 55 000 - 85 000; Plein temps

Résumé du poste

Everise is seeking a Specialist - RTA to support multiple functions and drive accuracy in contact center tasks across our US operations. You will add and remove users, update skills, and monitor real-time performance with a focus on timeliness and data integrity.

You will collaborate with operations and IT to resolve scheduling and staffing issues, generate routine reports, and ensure adherence to policies while maintaining high service levels in a fast-paced environment.

Qualifications

• 2 years of workforce experience in real-time management.
• Experience adding and removing people from systems.
• Strong verbal and written communications skills.
• Flexibility to work during any hours of operation.
• High degree of accuracy and timeliness in reporting.
• Proficient in MS Office Suite (Excel, Outlook).
• Strong quantitative and analytical skills.
• Experience of one or more years using Genesys/Avaya telephony and Aspect/Verint WFM software.
• Strong organizational skills and the ability to prioritize workload in a fast-paced environment.

Responsabilités

• Add and remove users to the telephony, WFM and other client systems.
• Update skill changes on individuals and large-scale skill changes
• Support callout line by taking calls and checking voice mails for updates and updating WFM systems
• Receive requests from operations regarding coding agents in real-time and future events like PTO, meetings, leaving early, arriving late, temporary schedule changes, coding exceptions for training
• Reporting as required by internal leadership (i.e., performance reporting, attendance, and adherence reporting, documentation of outages and staffing impacts)
• Responding to requests, executing requests, documenting completion, and communicating updates timely
• Completing requests and updates with a high degree of accuracy
• Conduct regular reporting intraday showing queue level performance across multiple locations
• Facilitate taking operational requests for schedule alterations and providing approval based on business needs.
• Ensure all company policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc.

Connaissances

Workforce management

Verbal communication

Written communication

Analytical skills

Attention to detail

MS Office

Time management

Multitasking

Outils

Genesys/Avaya telephony

Aspect/Verint WFM

MS Office Suite

Description du poste

Everise is seeking a Specialist - RTA to support multiple functions and drive accuracy in contact center tasks across our US operations. You will add and remove users, update skills, and monitor real-time performance with a focus on timeliness and data integrity.

You will collaborate with operations and IT to resolve scheduling and staffing issues, generate routine reports, and ensure adherence to policies while maintaining high service levels in a fast-paced environment.