Real Time Specialist

About the role

The Call Center Workforce Management (WFM) Real-Time Specialist will partner with the Workforce Management team to monitor real time inbound call and email traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates.

Responsibilities

• Assists in ensuring staffing levels are appropriate for projected work volumes across assigned Service Centers.
• Accuracy is critical in this role.
• Provide recommendations for reallocating staffing resources to adjust for volumes that are outside the projections.
• Communicates and educates agents on scheduling/forecasting and software information as related to service level management.
• Analyzes adherence and makes appropriate decisions to reduce future variation in the customer experience.
• Communicates efficiently and effectively to leadership for adherence related issues and service level changes.
• Affords paid time off to ensure staffing levels are in alignment with Service Level commitments.
• Reports key statistics and trends to management regularly.
• Receive on-the-fly communications, determine the impact to Service Level, and work with management to fill any schedule gaps.
• Makes staffing schedule decisions after analyzing trends and patterns of service level goals.
• Train new hires and all employees to understand scheduling and service levels.

Requirements

• Ability to work core business hours in Central Time zone starting as early as 6:00 am and ending as late as 5:00 pm.
• The position requires a High School diploma or equivalent, Bachelor’s degree is preferred.
• 1-3 years experience within WFM, scheduling, management, or customer service center environment.
• Working knowledge or ability to learn Workforce Management Systems, including Verint, Aspect, Genesys, Calabrio.
• Proficiency in GSuite programs including Excel, Google Sheets, Slides, Docs, and Gmail.
• Excellent organization skills, time management, confidentiality, and high attention to detail.
• Must be proactive, able to multitask, and work with little or no supervision.
• Effective communicator; comfortable interacting with peers, leadership, and internal partners in a professional manner in person and via written communication.

Qualifications

• Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
• Ability to do a root-cause analysis as it relates to real-time management.
• Ability to make sound decisions quickly in a fast-paced work environment.
• Strong interpersonal skills and the ability to communicate with many different levels of employees.
• Excellent verbal and written skills; high accuracy of work; fosters open two-way communication.
• Excellent basic math skills (addition, subtraction, division).
• Be a problem solver; highly organized; works independently as well as with a team.

Skills

• Ability to work core business hours in Central Time zone starting as early as 6:00 am and ending as late as 5:00 pm.
• High School diploma or equivalent, Bachelor’s degree is preferred.
• 1-3 years experience within WFM, scheduling, management, or customer service center environment.
• Working knowledge or ability to learn Workforce Management Systems, including Verint, Aspect, Genesys, Calabrio.
• Proficiency in GSuite programs including Excel, Google Sheets, Slides, Docs, and Gmail.
• Excellent organization skills, time management, confidentiality, and high attention to detail.
• Must be proactive, able to multitask, and work with little or no supervision.
• Effective communicator; comfortable interacting with peers, leadership, and internal partners in a professional manner in person and via written communication.
• Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
• Ability to do a root-cause analysis as it relates to real-time management.
• Ability to make sound decisions quickly in a fast-paced work environment.
• Strong interpersonal skills and the ability to communicate with many different levels of employees.
• Excellent verbal and written skills; high accuracy of work; fosters open two-way communication.
• Excellent basic math skills (addition, subtraction, division).
• Be a problem solver; highly organized; works independently as well as with a team.

Benefits

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.
• We support growing your family through access to adoption assistance program.
• 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing.
• Access to financial counseling, education, and tools.
• Tuition reimbursement.
• Student loan refinancing.
• Employee discounts and admission to various civic and cultural institutions around Chicago.

Pay

$48,800—$81,400 USD

Schedule

Hybrid work model giving you space to focus and the flexibility to live your life — asking team members to be onsite at least two days a week.