Real Time Specialist

Job Summary

A company is looking for a Real Time Specialist II.

Key Responsibilities

• Monitor queues and agent performance to ensure monthly service level goals are met
• Communicate daily summaries of forecasted service levels and staffing needs to operations leadership
• Adjust intraday forecasts and make recommendations on schedule changes based on observed behaviors

Required Qualifications

• Minimum of one year of experience in a contact center environment
• High school diploma required; associate or bachelor's degree desired
• Knowledge of Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling software
• Demonstrated computer literacy in Microsoft Office
• Experience with commercial WFM software packages (e.g., Calabrio, Verint, NICE)