What are the responsibilities and job description for the Real Time Specialist I position at GSK Solutions Inc.?
Job Title: Real Time Specialist I (Hybrid)
Location: Cumberland, RI
Duration: 12 Months
Interview Type: Virtual / In-Person
Job Description:
We are seeking a Real Time Specialist I to join our client's team in Cumberland, RI for a 12-month engagement.
The ideal candidate will bring hands-on experience with Minimum of one year, High school diploma, Computer literacy in Microsoft Office and Commercial WFM software package.
Key Responsibilities:
Core Responsibilities
- Ensure that monthly service level goals are being met by monitoring queues and agent performance at the interval level.
- Monitor agent adherence for absences that have not been captured and escalate to scheduling analyst.
- Monitor queue and agent performance, escalating absent agents and long calls to management staff.
- Make recommendations on schedule changes based on observed behaviors.
- Create and retain strong relationships with the operational supervisors/team leads and agents, collaborating effectively to identify opportunities for improvement in both efficiency and agent satisfaction.
- Communicate daily summary of forecasted service levels and staffing needs, working with operations leadership to make changes as necessary.
- Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
- Communicate effectively and professionally and build strong relationships with internal customers.
- This position is a hybrid role requiring regular time in an RIE office location in Cumberland, RI.
Required Qualifications:
- Minimum of one year of experience working in a contact center environment.
- High school diploma required. Associate or bachelor’s degree desired.
- Demonstrated knowledge of computer literacy in Microsoft Office.
- Experience with a commercial WFM software package (e.g., Calabrio, Verint, NICE).
- Ability to communicate complex concepts effectively.
- Associate or bachelor’s degree preferred.
Position Requirements:
- Hybrid position based in Cumberland, RI.
- This position sits in Cumberland, RI. This position is hybrid and will sit onsite 3 days a week max. Candidate may be asked to work a shift that falls between 8am and 7pm.
Skill Matrix:
Minimum of one year: Required
High school diploma: Preferred
Computer literacy in Microsoft Office: Required
Commercial WFM software package: Required
Communicate complex concepts effectively: Required
Associate or bachelor’s degree: Preferred
About GSK Solutions Inc:
GSK Solutions Inc. is a leading IT services company specializing in consulting solutions and staff augmentation. We deliver high-quality, on-time, and cost-effective solutions, consistently exceeding client expectations with superior execution.
#GSKIT
Salary : $25 - $30