Real Time Specialist

About the role

This role is responsible for monitoring and managing the real-time performance of numerous Operations teams at Paylocity. This role ensures that service levels and operational goals are met by effectively analyzing data, responding to deviations, and making real-time decisions.

Responsibilities

• Continuously monitor call volume, staffing levels, and agent adherence to schedules trends across all communication channels (e.g., phone, chat, email) and provide findings to Operations management.
• Maintains real-time performance data and takes action to adjust schedules, reallocate resources, or escalate issues to maintain optimal service levels.
• Provides insights and recommendations for improving operational efficiency based on queue volume and agent activity.
• Maintains agent adherence to schedules, identifies any deviations, and takes appropriate corrective actions to ensure compliance with planned schedules.
• Identifies and troubleshoots any issues affecting real-time performance, such as system outages, call spikes, or understaffing, and implements solutions to mitigate impact.
• Works closely with the WFM planning team to provide feedback on forecast accuracy, scheduling efficiency, and overall workforce strategies.
• Collaborates with team leaders and supervisors to address real-time challenges.
• Acts as the primary point of contact for communication between the WFM team and operations, providing timely updates on performance, staffing needs, and potential impacts on service levels.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field preferred, or equivalent experience.
• Minimum of 2-3 years of experience in a workforce management or contact center operations role, with a strong focus on real-time management.
• Strong analytical skills with the ability to interpret and act on complex data in real-time.
• Excellent communication and interpersonal skills to effectively interact with various teams.
• Proficiency in WFM software (e.g., Verint, NICE IEX) and contact center technologies (Five9).
• Ability to remain calm and make decisions under pressure.
• Strong problem-solving skills and the ability to adapt to changing conditions.
• High attention to detail and accuracy.
• Ability to work in a fast-paced environment.
• Strong sense of urgency and proactive approach to managing real-time operations.
• Ability to work flexible hours, including evenings, weekends, and holidays if needed.

Qualifications

• Must be able to work on-site five days per week during designated work hours.
• Must be able to work in a fast-paced, high-stress environment.
• Must be able to work flexible hours, including evenings, weekends, and holidays if needed.

Skills

• Strong analytical skills with the ability to interpret and act on complex data in real-time.
• Excellent communication and interpersonal skills to effectively interact with various teams.
• Proficiency in WFM software (e.g., Verint, NICE IEX) and contact center technologies (Five9).
• Ability to remain calm and make decisions under pressure.
• Strong problem-solving skills and the ability to adapt to changing conditions.
• High attention to detail and accuracy.
• Ability to work in a fast-paced environment.
• Strong sense of urgency and proactive approach to managing real-time operations.

Benefits

• Medical, dental, vision, life, disability, and a 401(k) match.
• Perks that support you, your family, and your finances.
• Career development opportunities.

Pay

The pay range for this position is $50,000 - $57,000 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience.

Schedule

This is a 100% in-office role based at our Schaumburg, IL location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours. Working Hours: 7am - 4pm CST.