Real Time Specialist II

Job title: Real Time Specialist
Location:- Providence, RI 02907
Duration:- 12 Months
Location: Hybrid – Cumberland, RI (3 days in office, 2 days remote; days flexible)
 
Job Summary

• The Workforce Management Real-Time Specialist is responsible for real-time and intraday monitoring of internal and vendor-supported call center operations.
• This role ensures service level goals are met by actively managing agent performance and queue activity. The Specialist will identify performance issues in real time and collaborate with relevant teams to drive staffing and scheduling adjustments that maintain operational efficiency.

 
Key Responsibilities
Real-Time Monitoring and Intraday Management

• Monitor call queues and agent activity to ensure service level goals are consistently met.
• Track agent adherence and escalate unreported absences to the scheduling analyst.
• Identify and escalate issues related to long calls and agent inactivity to management.
• Adjust intraday forecasts based on real-time trends, call volume, and historical data.

Operational Effectiveness

• Collaborate with the vendor support specialist and vendor manager to optimize outsourced operations.
• Recommend scheduling adjustments based on real-time observations.
• Communicate daily summaries of service level forecasts and staffing needs to operations leadership.

Collaboration and Communication

• Develop strong working relationships with supervisors, team leads, and agents to identify improvement opportunities.
• Communicate professionally and effectively with internal teams to ensure alignment and timely execution of workforce strategies.

 
Required Qualifications

• Minimum of 1 year experience in a contact center environment.
• High school diploma or equivalent.
• Experience with Automatic Call Distribution (ACD) systems.
• Proficiency in Microsoft Office applications.
• Experience using commercial Workforce Management (WFM) software (e.g., Calabrio, Verint, NICE).
• Strong communication skills with the ability to convey complex concepts clearly.

 
Preferred Qualifications

• Associate or Bachelor's degree.
• Additional experience with call center forecasting and scheduling tools.