We are in search of a WFM Real Time Specialist responsible for maintaining optimal interval, daily, and monthly performance within the contact center. This entails ensuring that each line of business and channel has sufficient resources, adheres to planned activities for the day, and adjusts as new variables and challenges arise.

The role acts as a primary point of contact for Operations leadership regarding issues requiring immediate adjustments within standard protocols.

Responsibilities include:

WFM Functions:

• Monitor resources, deviations to schedules, call queues, and skilling management.
• Maintain an accurate and current account of site phone staff, including entering required staffing resource schedules/exceptions.
• Collect and report to management reasons for performance fluctuations.
• Partner with operations to optimize the timing of coaching, training, meetings, and other offline activities.
• Identify and report staffing concerns negatively impacting service level performance.
• Review planned new hire activity for its impact on intraday performance.
• Execute staffing and technology levers to maximize performance according to standard operating procedures.
• Monitor and provide support for impactful events such as inclement weather, system events, or breaking news.
• Offer coverage and back up key processes within the workforce management team.
• Provide strategic intelligence to the forecasting and scheduling teams to inform and guide the future.
• Provide root cause analysis of SLA misses, staffing shortages, and plan deviations.

Analytics:

• Analyze data and provide performance metric updates for workforce-related KPIs; ensure reports are complete, accurate, and issued on established schedules and timelines through proper channels.

Collaboration:

• Partner with all contact center functions to successfully complete workforce changes (e.g., shift bids, time-off requests, forecasts, and adherence management).
• Perform other duties as assigned.

Qualifications include:

• High school diploma or equivalent required with relevant college coursework or job-specific training preferred.
• 3-5 years of contact center customer service experience strongly preferred.
• 1-3 years of experience in a Resource Management/Workforce Contact Center real-time administration role strongly preferred.
• Experience managing both phone and offline functions is preferred, along with specific experience with Five9, Aspect, Nice/IEX, Verint, or similar WFM platform.
• Analytics: Ability to analyze data and report on center performance.
• Problem-Solving: Ability to analyze performance and create an action plan to achieve a desired outcome.
• Communication: Ability to effectively present information and respond to questions through various media.
• Reliability: Dependable, trustworthy, and able to handle multiple projects within assigned deadlines.
• Planning: Ability to plan, manage time, and balance multiple priorities.
• Technology: Demonstrated proficiency in Microsoft Office, Windows, Google Business Suite, and Intranet required; ability to quickly learn new technology and processes required.

This position is located at our Duluth, GA headquarters. Initial training will be 100% office-based, with the opportunity for a potential hybrid schedule (3 days/week in the office) after the training period.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person