Monitor agent status in real time
Actively monitor dashboards to ensure optimal staffing to demand levels
Evaluate large amounts of data
Monitor, analyze, and 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
Solicit extra hours or offer voluntary time off where applicable, to ensure staffing meets forecasted volumes
Actively communicate with the interpreting and support teams facilitating real-time schedule adjustments
Work with the WFM Manager to perform root-cause analyses to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
Support same-day schedule adjustments aligned with current staffing and demand needs
Ensure all same-day schedule adjustments are recorded in a timely and accurate manner
Ensure that daily operations reflect the company’s missions and core values
Maintain a positive, safe, and inclusive workplace
Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Minimum one (1) year working experience with contact center analysis or related position
Minimum of one (1) years of experience in trend analysis
Intermediate knowledge of call center management and all related calculations including forecasting, scheduling, and adherence
Working knowledge of Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling software
Experience in spreadsheets with intermediate formula applications and database software (e.g. Excel and Google Sheets) required
Possesses an analytical mind and a high level of detail, able to notice errors, omissions and incongruent data
High organizational skills and ability to work in a fast-paced environment while self-managing competing priorities
Strong interpersonal skills with the ability to work with people from different backgrounds as well as ability of self-motivation to work independently with minimal supervision.
Positive "can-do" attitude with a willingness to assume responsibility and ownership
Ability to handle sensitive and confidential information with strong integrity, moral character, and belief in teamwork
Ability to work a flexible schedule
Professional English writing proficiency and fluency in American Sign Language along with familiarity with Deaf culture is a strong plus

Real Time Operations Specialist

About this role