Call Center Specialist

Job Description

Call Center Specialist

We are seeking a detail-oriented Call Center Specialist to support intraday workforce optimization within a busy contact center environment. This role ensures operational targets and service levels are met by providing real-time monitoring, reporting, and support across internal and vendor-staffed teams. It’s an ideal opportunity for someone with workforce management experience looking to make a measurable impact on customer service delivery.

Day-to-Day Responsibilities

• Monitor agent activity and call queues to maintain service level targets; escalate attendance issues or long calls to appropriate teams.
• Adjust intraday forecasts and recommend schedule changes based on real-time data, call volume trends, and business drivers.
• Collaborate with vendors and support specialists to optimize outsourced contact center performance.
• Provide daily summaries of staffing needs and service level projections to operational leadership.
• Build strong relationships with supervisors and agents to identify and implement performance improvement opportunities.

What we're looking for

• Minimum 1 year of contact center experience with real-time or workforce management responsibilities.
• Familiarity with WFM tools such as Calabrio, Verint, or NICE, and strong Microsoft Office skills.
• Ability to communicate effectively and act quickly in high-pressure environments, with proven skills in intraday analysis and coordination.

Allied Resources complies with all Equal Employment Opportunity (EEO) affirmative action laws and regulations. Allied Resources does not discriminate on the basis of age, race, religion, color, sex, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status or other status protected by law.