Job Description
Job DescriptionWe are looking for a skilled Real Time Specialist II to join our team in Providence, Rhode Island. In this hybrid role, you will work both from home and on-site, providing critical support to ensure operational efficiency and adherence to service level agreements. This is a long-term contract position offering the opportunity to collaborate with internal teams and external vendors to optimize workforce management within a dynamic environment.
Responsibilities:
• Monitor service queues and agent performance to ensure monthly service level goals are met, addressing real-time issues as needed.
• Track agent adherence, identifying and escalating uncaptured absences to the scheduling analyst.
• Identify and escalate performance concerns such as long call durations or absent agents to management staff.
• Collaborate with vendor managers and vendor support specialists to enhance the efficiency of outsourced operations.
• Provide recommendations for schedule adjustments based on observed trends and behaviors.
• Build strong relationships with operational supervisors, team leads, and agents to identify opportunities for improving efficiency and satisfaction.
• Communicate daily staffing forecasts and service level summaries to operations leadership, recommending adjustments as necessary.
• Analyze intraday data to adjust projections for call volumes, durations, and staffing needs using historical trends.
• Ensure clear and effective communication with internal customers, fostering strong working relationships.• High school diploma required; an associate or bachelor’s degree is preferred.
• Familiarity with Automatic Call Distribution (ACD) technology and experience using forecasting and scheduling software.
• Proficiency in Microsoft Office and demonstrated computer literacy.
• Previous experience with commercial workforce management software, such as Calabrio or Verint.
• Strong communication skills, with the ability to explain complex concepts effectively.
• Knowledge of call center operations and service level agreements.
• Ability to collaborate with diverse teams and stakeholders to achieve operational goals.