Posting

The Workforce Management Real-Time Specialist monitors inbound contact traffic and takes action to maintain efficient contact distribution based on skilled staff availability, meeting operational service level goals to ensure customers receive an excellent experience. The Real-Time Specialist has primary responsibility for alerting the Workforce Management Analyst(s) when incoming contacts are not meeting response standards. The Real-Time Specialist will produce, update, and maintain agent schedules which includes scheduling all off-phone events, and also enters exceptions for approved off-phone activity.

Key Characteristics:

• Analytical - Ability to understand the historical and current contact volume activity levels and effectively communicate real time concerns to leadership so that customer service standards are met.
• Responsive – Must be organized and able to provide timely responses to the frontline and leadership on schedule changes and real time activity.

Duties and Responsibilities:

• Monitors Inbound Call Traffic – Monitors the real-time performance of all professionals to ensure they are working within the guidelines established, communicating any infractions using the existing call escalation process.
• Schedule Maintenance – Produces and updates professionals’ schedules, including permanent and temporary changes to scheduled work hours. Enters approved exceptions to professionals’ schedule for unscheduled off-phone activities. Updates approved time off requests to schedules.
• Call Center Performance Reporting - Generates various reports on professionals’ schedules, center performance, volumes, and other key business indicators.
• Communications - Keeps Workforce Management Analyst(s) immediately and fully informed on center activity which may include but is not limited to customer service levels, staffing needs or systems issues.
• Other Duties - May perform other related duties and responsibilities as assigned.

Knowledge, Skills and Abilities:

• Must have applicable computer software knowledge.
• Must enjoy working with a large volume of employees at all levels.
• Strong analytical forecasting and reporting ability.
• Prioritization and multi-tasking skills.
• Strong verbal and written communication skills.

Education and Experience Required:

• High School education or GED.
• 2 years of previous contact center workforce management experience.

Working Conditions:

• Work occurs inside a contact center – potential for 24/7/365 day operations in future.
• Minimal travel required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The ability to use computer and telephony systems, visual, audio, and manual dexterity capabilities are essential to the work.