Workforce Management Specialist

PTR Global; Cumberland (RI); Hybrid; USD 65,000 - 90,000; Full time

Job summary

PTR Global in Rhode Island is seeking a Workforce Management Real-Time Specialist to provide real-time and intraday management of contact center agents and queues. This role ensures service levels are met and staffing adapts to forecasted call volumes.

You will monitor adherence, recommend schedule changes, work with vendor partners, and communicate daily summaries to operations leadership to optimize efficiency and customer satisfaction.

Qualifications

• Minimum 1 year of experience in a contact center environment.
• High school diploma required; associate or bachelor’s degree desired.
• Proficient in Microsoft Office.
• Experience with a commercial WFM software package (e.g., Calabrio, Verint, NICE).
• Ability to communicate complex concepts effectively.

Responsibilities

• Monitor queues and agent performance at the interval level to ensure monthly service level goals are met.
• Track agent adherence and escalate unrecorded absences.
• Escalate issues related to absent agents and long calls to management.
• Collaborate with vendor managers to maximize outsourced operations efficiency.
• Recommend schedule changes based on observed behavior and trends.
• Maintain relationships with supervisors, leads, and agents to identify efficiency and satisfaction improvements.
• Provide daily forecast summaries of service levels and staffing needs to operations leadership.

Job description

Job Title: Workforce Management Real-Time Specialist

Work Arrangement: Hybrid – Up to 3 Days Onsite per Week

Shift Timing: Between 8:00 AM and 7:00 PM (Based on Business Needs)

Experience Required: Minimum 1 Year in a Contact Center Environment

Job Summary:

• Reporting to the Manager of Workforce Management, the Workforce Management Real Time Specialist is responsible for providing real-time and intraday management of vendor and internal agents and of call center queues.
• This role will be integral in ensuring the contact center meets its goals for handling customer calls in a timely manner.
• Responsibilities include identifying and responding to intervals which require remediation to optimize coverage and service level based on skill set and priority.

Job Responsibilities:

• Ensure that monthly service level goals are being met by monitoring queues and agent performance at the interval level.
• Monitor agent adherence for absences that have not been captured and escalated to scheduling analyst.
• Monitor queue and agent performance, escalating absent agents and long calls to management staff.
• 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 strong relationships with the operational supervisors/team leads and agents, collaborating effectively to identify opportunities for improvement in both efficiency and agent satisfaction.
• Communicate daily summary of forecasted service levels and staffing needs, working with operations leadership to make changes as necessary.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Communicate effectively and professionally and build strong relationships with internal customers.

Education/ Experience

• Minimum of one year of experience working in a contact center environment.
• High school diploma required. Associate or bachelor’s degree desired.
• 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.

Preferred Qualifications:

• Associate or bachelor’s degree preferred.