Realtime WFM Specialist: Call Center Optimization

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

Job summary

Consumer Cellular, Inc. is seeking a WFM Real Time Specialist to manage intraday call center operations, ensuring adherence to service levels. You will monitor queues, analyze trends, and implement actions to maintain performance targets throughout the day.

The role requires strong communication, prioritization, and multitasking abilities, with 6+ months in Workforce Management preferred. This is a full-time position based in Arizona with competitive benefits and salary ranges.

Qualifications

• Advanced proficiency in Microsoft Excel.
• Proven strong interpersonal and communication skills.
• Ability to prioritize assigned tasks.
• Be able to multitask between Lead, CMS and WFM software.
• 6+ months experience in Workforce Management preferred.

Responsibilities

• Make Real-Time decisions to ensure site operations meet service level goals.
• Live monitoring of service queues for long calls and high aux time.
• Observe agents state vs. scheduled state and act on observations.
• Produce real-time reports and alerts on service level and KPIs.
• Use trend analysis to recommend improvements to service levels.
• Adjust employee skilling to meet service level goals.
• Maintain attendance and punctuality per employee handbook.
• Collaborate across departments to meet objectives.
• Handle additional duties as needed.

Skills

Excel

Interpersonal skills

Prioritization

Multitasking

WFM experience

Job description

Consumer Cellular, Inc. is seeking a WFM Real Time Specialist to manage intraday call center operations, ensuring adherence to service levels. You will monitor queues, analyze trends, and implement actions to maintain performance targets throughout the day.

The role requires strong communication, prioritization, and multitasking abilities, with 6+ months in Workforce Management preferred. This is a full-time position based in Arizona with competitive benefits and salary ranges.