Careers
 


WFA Real Time Specialist


Position Overview
Group O’s Marketing Solutions division is searching for a Workforce Real Time Specialist to join its growing Call Center team. This position will be responsible for the management of staffing levels and metrics in real-time to meet and maintain expected standards of Service Levels for the client and efficiencies for the company in the call center. Responsibilities of this position include, but are not limited to: •Make recommendations for improvements with the goal of surpassing all client and company servicing and efficiency objectives. •Monitor Real Time screens within scheduling software to ensure SL metrics are met along with efficiency goals. •Support Operations by coding off-the-phone and training activity for all phone agents. •Proactively communicate, recommend, and execute solutions to management regarding staffing overages/shortages. •Identify trends in interval stats, re-occurring unproductive behaviors of phone agents, and make call outs and recommendations surrounding each to Operations. •Adjust schedules/lunches/breaks due to long calls and off phone activities. •Faciliate training curriculum as needed. Requirements: •Minimum of 1 year experience in a Contact/Call Center environment. •Strong working knowledge of MS Excel. •Scheduling software knowledge a plus, GMT (Planet), knowledge of Aspect and other phone routing systems also a plus •Ability to multi-task and meet deadlines. •Strong decision-making and problem-solving skills. •Must possess and demonstrate extremely strong and assertive communication skills. •Must be able to work Monday–Friday from 10:00 AM to 7:00 PM with the flexibility to work overtime when needed. •Must work well with all levels of staff. Education: High School or equivalent

   
This position will be subject to pre-employment background check and drug screen. The conviction of a crime will not automatically result in a denial of employment.
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