Summary
As an Associate, WFM Real Time Management you will be responsible for monitoring call metrics, queues, and attendance. Manage real-time adjustments needed to ensure business needs are met.
Description
Key Responsibilities
- Real Time personnel will utilize Workforce Management tools to monitor staffing levels.
- Maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc
- Track and report agent behavior (report habitually short calls, excessive aux usage, etc..)
- Update Schedules as needed - adjust breaks, lunches, etc. for better performance.
- Provide proactive recommendations to better align staff with incoming volume.
- Evaluate running attendance & recommend Overtime or Leaves to align staff with current trend.
- Collaborate with Operations teams to ensure business needs are met.
- Postmortem Analysis and production of accurate shrink trends
- Monitor email real-time and respond to each request within a reasonable amount of time.
- Initiate and manage communications between respective teams.
- Host weekly review meetings with Operations teams to review Postmortem analysis and upcoming strategy.
Candidate Profile
- Minimum of 1-2 years of call center experience a requirement
- Workforce management experience preferred
- MS Excel skills a requirement.
- Strong computer and analytical skills a requirement
- Experience with CMS and NICE IEX software is preferred
- Comfortable working in a fast paced environment
- Strong communication skills
- Ability to make decisions in time sensitive ambiguous situations
- Ability to simplify complex operations into repeatable processes.
Please note that this is an onsite position at our Lake Mary, FL site.
The base salary range for this position is $16 - $18 hourly (pay rate will not be below applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days. The deadline to apply for this position is Jan. 7, 2026.
