Real-Time Operations Specialist

LoadUp Technologies • Alpharetta, GA

1d • Onsite

About The Position

The Real-Time Operations Specialist supports LoadUp’s Revenue Center by managing call queues and workforce schedule adherence to ensure service level goals are met. You will support multiple operational queues across Sales, Customer Support, and Fulfillment—ensuring balanced coverage, efficient routing, and alignment with service level objectives. This role is critical in balancing efficiency, agent utilization, and customer satisfaction in a fast-paced environment.

Requirements

• 2+ years in a call center, workforce management, or operations support role.
• Familiarity with CRM, telephony, or WFM tools; strong understanding of call center metrics (SLAs, occupancy, etc.).
• Ability to make quick, data-driven decisions during high-volume periods.
• Excellent coordination skills to work seamlessly with agents and leadership.
• Ability to work a Tuesday – Saturday schedule in the office.

Responsibilities

• Monitor real-time call queues, agent states, and workload distribution to maintain SLA targets across Sales, Support, and Fulfillment.
• Identify call volume trends, spikes, or backlogs and take proactive action to mitigate service impact.
• Make real-time staffing adjustments, including break management, shift changes, and agent reassignments.
• Track schedule adherence, occupancy, and utilization, flagging risks or gaps to leadership.
• Generate and distribute daily and weekly workforce and performance reports.
• Partner closely with CX leadership and team leads to support daily workforce management needs.
• Support onboarding by helping new agents understand schedules, adherence expectations, and queue workflows.

Benefits

• Competitive Compensation – Earn a competitive salary that rewards results and team impact.
• Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage.
• Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts.
• Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.
• 401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.
• Employee Recognition Program – Get rewarded and celebrated for your contributions.
• Monthly Lifestyle Stipends – Support for the essentials or extras designed to enhance your everyday experience.
• Referral Rewards Program – Help us build a high-performing team and get rewarded.
• Growth with Purpose – We’re a scaling company where career paths evolve. You’ll have the opportunity to grow alongside the business and shape its future.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees