Real Time Specialist II

We are looking for a skilled Real Time Specialist II to join our team in Providence, Rhode Island. In this hybrid role, you will work both from home and on-site, providing critical support to ensure operational efficiency and adherence to service level agreements. This is a long-term contract position offering the opportunity to collaborate with internal teams and external vendors to optimize workforce management within a dynamic environment.

Responsibilities:
• Monitor service queues and agent performance to ensure monthly service level goals are met, addressing real-time issues as needed.
• Track agent adherence, identifying and escalating uncaptured absences to the scheduling analyst.
• Identify and escalate performance concerns such as long call durations or absent agents to management staff.
• Collaborate with vendor managers and vendor support specialists to enhance the efficiency of outsourced operations.
• Provide recommendations for schedule adjustments based on observed trends and behaviors.
• Build strong relationships with operational supervisors, team leads, and agents to identify opportunities for improving efficiency and satisfaction.
• Communicate daily staffing forecasts and service level summaries to operations leadership, recommending adjustments as necessary.
• Analyze intraday data to adjust projections for call volumes, durations, and staffing needs using historical trends.
• Ensure clear and effective communication with internal customers, fostering strong working relationships.
• High school diploma required; an associate or bachelor’s degree is preferred.
• Familiarity with Automatic Call Distribution (ACD) technology and experience using forecasting and scheduling software.
• Proficiency in Microsoft Office and demonstrated computer literacy.
• Previous experience with commercial workforce management software, such as Calabrio or Verint.
• Strong communication skills, with the ability to explain complex concepts effectively.
• Knowledge of call center operations and service level agreements.
• Ability to collaborate with diverse teams and stakeholders to achieve operational goals.
TalentMatch^®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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