Job Description

Location: Cumberland, RI (Hybrid: 2 days remote / 3 days in office, days flexible)

Job Summary:
The Workforce Management Real Time Specialist plays a critical role in ensuring optimal contact center performance by managing real-time and intraday operations for both internal and vendor agents. This position ensures service level goals are met by analyzing queue data, agent performance, and staffing levels, and by taking proactive steps to address potential service impacts. This role requires strong communication skills, data-driven decision-making, and the ability to work collaboratively with multiple stakeholders.

Key Responsibilities:

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

• Identify and address intraday staffing issues, including absences and long call durations, escalating when appropriate.

• Analyze and adjust intraday forecasts using current trends and historical data to ensure appropriate staffing levels.

• Collaborate with vendor managers and vendor support specialists to enhance the performance of outsourced operations.

• Recommend schedule adjustments and process improvements based on observed trends and behaviors.

• Build strong working relationships with team leads, supervisors, and agents to identify opportunities for operational efficiency and employee satisfaction.

• Prepare and communicate daily summaries of forecasted service levels and staffing needs to operations leadership.

• Utilize Workforce Management tools (e.g., Calabrio, Verint, NICE) and ACD systems for monitoring and reporting.

• Maintain a high level of professionalism and effectiveness in internal communications.

Qualifications:

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

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

• Proficiency with Microsoft Office and experience using ACD and WFM tools.

• Strong analytical, problem-solving, and communication skills.

• Familiarity with commercial Workforce Management platforms (Calabrio, Verint, NICE).

Preferred Qualifications:

• Associate or bachelor’s degree in Business, Communications, or a related field.

• Experience in workforce forecasting and scheduling.