Real Time Adherence Specialist

Summary

Join our team as a real-time schedule manager and provide exceptional customer and agent experiences. Optimize resources and achieve business objectives by effectively managing schedules using various communication technologies in a virtual environment. This full-time position requires real-time monitoring, communication with teams and clients, and reporting. You will monitor external factors affecting call center performance and report issues for timely resolution. The role is 100% virtual, but requires residency in specific states; visa sponsorship is unavailable. The schedule is Mon-Fri 12pm-8pm & Sat 7am-2pm CST.

Requirements

• Minimum of two years of experience performing WFM-related functions (specifically real-time management), preferably in a multi-department/site contact center environment
• Advanced working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.) and ability to organize/analyze data in a structured manner
• Competency communicating with all organizational levels and building strong relationships with internal teams and customers; working as a team player in a fast-paced environment
• Ability to multi-task, be very detail-oriented, meet deadlines and be accountable for performance
• Willingness and ability to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value
• Ability to use multiple monitors, keyboard/mouse and work at a computer for a large portion of the work period
• Ability to work proactively with minimal supervision
• Ability to work variable hours, which may include evenings and weekends. Working schedules are not permanent. Ability to log into workstation on time a must
• Exceptional attendance required
• Personal internet service provider required
• Acceptable and secure home office environment required
• Ability to maintain company equipment
• Ability to learn, change and grow as fast as our technology does

Responsibilities

• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives
• Maintain constant communication with Program Success teams and/or client to coordinate needed staffing adjustments based on current and forecasted results for any program/client we support via phone, email and multichannel chat programs
• Update internal and external reports per set schedule. Distribute time sensitive reports to correct recipients as instructed
• Monitor all external factors affecting call center performance including but not limited to, weather, large scale internet, power or system outages, virus, malware, ransomware and work stoppages affecting multiple or all agents and report those to the appropriate departments for timely resolution

Preferred Qualifications

• Experience with WFM software that includes real-time adherence preferred
• Previous experience working in a virtual fast-paced call center environment preferred
• VBA, Formula, and Query writing knowledge preferred

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Work From Home