Workforce Management Real Time Specialist Position Available In Providence, Rhode Island

Peak Performers has partnered with a US energy company to assist in their search for a

• Workforce Management Real Time Specialist.
• In this contract position, you will be responsible for providing real-time and intraday management of vendor and internal agents and of call center queues. This role will be integral in ensuring the contact center meets its goals for handling customer calls in a timely manner.
• Major Duties
• + 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 analysts. + Monitor queue and agent performance, escalating absent agents and long calls to management staff. + Partner with the vendor manager to maximize operational effectiveness of outsourced operations. + Work with vendor support specialist to maximize operational effectiveness of outsourced operations + 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 identifyopportunities 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 asnecessary. + 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.

• What are we looking for?
• + Minimum of one year of experience working in a contact center environment.

+ High school diploma required. Associate or bachelor’s degree desired. + Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software + 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.

• About this position
• +

Rate:

$35-$37.17/hr +

Days/ Hours:

Monday-Friday 9am-6pm +

Contract Length:

2 years + Remote

• The Peak Performers difference
• + Excellent medical health, dental & vision insurance at 60 days + Our employees may choose to participate in a 403(b) retirement plan + Qualified applicants with chronic medical conditions and/or disabilities receive priority placement + We pay weekly through direct deposit + In business since 1994 and thousands of job placements All employment offers are contingent on the successful completion of a pre-employment criminal background check, in compliance with all applicable federal and state laws.

Applicants for employment with Peak Performers must possess work authorization that does not require sponsorship for a visa now or in the future. Peak Performers is an equal opportunity employer and will consider all applicants without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. Peak Performers does not accept unsolicited resumes from headhunters, recruitment agencies or fee-based recruitment services. #LI-Remote Hv712248624 #prvlp