Real Time Coordinator REMOTE

About the role

Real-Time Analyst is responsible for the optimization of call resources and processes to align with business expectations and service levels. This involves operating within a call management system to monitor and manage real-time inbound call traffic as well as monitoring staff adherence within a workforce tool. The analyst is required to perform administrative duties through a ticketing system to build agent profiles, make schedule modifications, and provide time-off recommendations to support the contact center operating model.

Responsibilities

• Monitor and manage real-time inbound call traffic
• Monitor staff adherence within a workforce tool
• Perform administrative duties through a ticketing system
• Build agent profiles
• Make schedule modifications
• Provide time-off recommendations

Qualifications

• High School diploma, or equivalent
• 3 years of related work experience
• Prior call-center Real Time/Workforce Management background (required)

Required Skills

• Proficient with the Microsoft Suite (including Excel, Word, Outlook)
• Ability to prioritize workload, meet deadlines, and perform multiple tasks with an attention to detail
• Strong organization, problem-solving, and analytical skills
• Ability to communicate clearly and professionally to supervisor level management
• Prior experience with Five9 and Verint (highly preferred)
• Prior experience with Service Now preferred

Preferred/Nice to Have Skills

• Strong analytical ability and experience – data analysis, including data extraction and analytics tools such as Excel and PowerBI
• Understanding of WFM staffing methodologies and standard scheduling and staffing practices in a call center environment
• Schedule efficiency analysis – ability to measure and understand scheduled vs required staffing at the interval level
• Schedule Optimization – identify and implement solutions for over/under staffing and performance trends at the interval and queue (or line-of-business) level
• Conducting shift bids for new hire and upskill training classes

Pay

The pay range for this position is $25.00 – $32.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a fully remote position.