Workforce Management Real Time Specialist

About the role

The position of WFM Real Time Specialist is responsible for real-time intraday management of Consumer Cellular call center employees and call queues. You will help ensure smooth operations throughout each day and react promptly to any unexpected outages or events.

Responsibilities

• Make Real-Time decisions to ensure that the site operations are in line with established service level goals.
• Live monitoring of service queues for long calls, excessive aux time, etc.
• Utilize call center tools to observe agents actual state compared to agents scheduled state and provide recommendations / take actions based on those observations.
• Produce real-time reports and alerts throughout the day detailing service level and other key performance indicators.
• Utilize trend analysis to make recommendations for improvements to service level and other key performance indicators.
• Make changes to employee skilling to help meet service level goals.
• Adhere to attendance and punctuality standards as set forth in the employee handbook.
• Be objective, maintain confidentiality and partner across departments to meet and exceed our department objectives.

Requirements

• Ability to prioritize assigned tasks.
• Proven strong interpersonal and communication skills with the ability to communicate effectively to all levels of staff in all departments.
• Advanced proficiency in Microsoft Excel.
• Able to work weekends and change schedule occasionally.
• Be able to multitask between Lead, CMS and WFM software.
• 6+ months experience in Workforce Management preferred.

Qualifications

• Ability to prioritize assigned tasks.
• Proven strong interpersonal and communication skills with the ability to communicate effectively to all levels of staff in all departments.
• Advanced proficiency in Microsoft Excel.
• Able to work weekends and change schedule occasionally.
• Be able to multitask between Lead, CMS and WFM software.
• 6+ months experience in Workforce Management preferred.

Skills

• Ability to prioritize assigned tasks.
• Proven strong interpersonal and communication skills with the ability to communicate effectively to all levels of staff in all departments.
• Advanced proficiency in Microsoft Excel.
• Able to work weekends and change schedule occasionally.
• Be able to multitask between Lead, CMS and WFM software.
• 6+ months experience in Workforce Management preferred.

Benefits

• Competitive base pay with potential for shift differential, overtime and bonus pay.
• Medical insurance (98% company-paid for full-time employee only coverage).
• Dental and Vision insurance (100% company-paid for full-time employee only coverage).
• 401(k) company match of 100% up to 6% of your pay.
• Discounted Consumer Cellular wireless phone plan for employees.
• Paid Time Off (PTO) available following a 30-day waiting period.
• Flexible Spending Accounts (FSA) for health care and dependent care expenses.
• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid).
• Long-Term Disability insurance (100% company-paid).
• Employee Assistance Program (100% company-paid).
• Education reimbursement.
• Employee rewards program.

Pay & Benefits

Data (in accordance with the Equal Pay and Opportunities Act): Minimum Salary: $52,500 Maximum Salary: $68,250 This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.