CES Real Time Specialist

• Full Time AmeriGas
• King Of Prussia, PA Posted on 08/27/26 (

Ref:

PA4MwEQyie-29952-en_US)

Requisition Number:

29952 When you work for AmeriGas, you be a part of something BIG! Founded in 1959, AmeriGas is the nation's premier propanepany, serving over 1.5 million residential,mercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States. Applications for this position will be accepted until . Job Summary The Workforce Management Real-Time Specialist monitors inbound contact traffic and takes action to maintain efficient contact distribution based on skilled staff availability, meeting operational service level goals to ensure customers receive an excellent experience. The Real-Time Specialist has primary responsibility for alerting the Workforce Management Analyst(s) when iing contacts are not meeting response standards. The Real-Time Specialist will produce, update, and maintain agent scles which includes scling all off-phone events, and also enters exceptions for approved off-phone activity. Key Charicteristics Analytical

• Ability to understand the historical and current contact volume activity levels and effectivelymunicate real time concerns to leadership so that customer service standards are met. Responsive
• Must beanized and able to provide timely responses to the frontline and leadership on scle changes and real time activity. Duties and Responsibilites Monitors Inbound Call Traffic
• Monitors the real-time performance of all professionals to ensure they are working within the guidelines established,municating any infractions using the existing call escalation process. Scle Maintenance
• Produces and updates professionals' scles, including permanent and temporary changes to scled work hours. Enters approved exceptions to professionals' scle for unscled off-phone activities. Updates approved time off requests to scles. Call Center Performance Reporting
• Generates various reports on professionals' scles, center performance, volumes, and other key business indicators. Communications
• Keeps Workforce Management Analyst(s) immediately and fully informed on center activity which may include but is not limited to customer service levels, staffing needs or systems issues. Other Duties
• May perform other related duties and responsibilities as assigned.

Knowledge, Skills, and Abilities Must have applicableputer software knowledge. Must enjoy working with a large volume of employees at all levels. Strong analytical forecasting and reporting ability. Prioritization and multi-tasking skills. Strong verbal and writtenmunication skills. Education and Experience High Schoolcation or GED. 2 years of previous contact center workforce management experience. AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices. AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis. The pay for this position ranges from $55,000.00 to $55,000.00 , depending on circumstances including an applicant's skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additionalpensation may include eligibility to earn a performance-based bonus ormissions onpleted sales depending on position. This is the Company's good faith and reasonable estimate of the range ofpensation for this position as of the time of posting. The Company offers a wide array ofprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave inpliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and w the employee lives and/or works.