Job Description

Workforce Management, Real-Time Specialist (Allentown, PA)

Remote (M–F, 9:00 AM – 6:00 PM EST)

Job Summary

The Workforce Management Real-Time Specialist is responsible for real-time and intraday management of internal and vendor agent performance across contact center queues. This role plays a critical part in achieving service level goals by actively monitoring activity, identifying service level risks, and making operational adjustments to optimize performance. The ideal candidate will collaborate across teams to drive efficiency and responsiveness in a dynamic call center environment.

Key Responsibilities

• Monitor call queues and agent performance in real time to ensure service level goals are met.

• Identify and address staffing gaps, long calls, and agent adherence issues, escalating when necessary.

• Partner with scheduling analysts to capture unplanned absences and improve adherence.

• Collaborate with vendor managers and support specialists to optimize outsourced operations.

• Recommend intraday schedule adjustments based on observed trends and behaviors.

• Communicate daily service level forecasts and staffing needs to operations leadership.

• Adjust intraday staffing models based on real-time data and business drivers.

• Build effective relationships with supervisors, team leads, and agents to support continuous improvement.

• Deliver clear, professional communications and maintain a strong internal customer focus.

Required Qualifications

• Minimum of 1 year experience in a contact center environment.

• High school diploma required; associate or bachelor’s degree preferred.

• Proficiency in Microsoft Office and workforce management tools (e.g., Calabrio, Verint, NICE).

• Familiarity with ACD systems and forecasting/scheduling software.

• Strong analytical and communication skills with the ability to convey complex information clearly.