Real Time Specialist

PAYLOCITY CORPORATION•Town of Pittsford, NY

11h•$50,000 - $57,000•Onsite

About The Position

This role is responsible for monitoring and managing the real-time performance of numerous Operations teams at Paylocity. This role ensures that service levels and operational goals are met by effectively analyzing data, responding to deviations, and making real-time decisions. You will be responsible for making scheduled activity updates as needed within the WFM software utilized by the organization. You will collaborate closely with WFM Analysts and the operations teams to optimize staffing levels, manage call queues, and ensure efficient handling of customer interactions.

Requirements

Bachelor’s degree in Business Administration, Operations Management, or a related field preferred, or equivalent experience.
Minimum of 2-3 years of experience in a workforce management or contact center operations role, with a strong focus on real-time management.
Strong analytical skills with the ability to interpret and act on complex data in real-time.
Excellent communication and interpersonal skills to effectively interact with various teams.
Proficiency in WFM software (e.g., Verint, NICE IEX) and contact center technologies (Five9).
Ability to remain calm and make decisions under pressure.
Strong problem-solving skills and the ability to adapt to changing conditions.
High attention to detail and accuracy.
Ability to work in a fast-paced environment.
Strong sense of urgency and proactive approach to managing real-time operations.
Ability to work flexible hours, including evenings, weekends, and holidays if needed.

Responsibilities

Continuously monitor call volume, staffing levels, and agent adherence to schedules trends across all communication channels (e.g., phone, chat, email) and provide findings to Operations management.
Monitors call out line, requested schedule adjustments for various activities, and other maintenance of front-line staff schedules as needed. This is regarding performing attendance function and adjusting schedules based on leadership requests.
Monitor real-time performance data and take action to adjust schedules, reallocate resources, or escalate issues to maintain optimal service levels.
Provide insights and recommendations for improving operational efficiency based on queue volume and agent activity.
Monitor agent adherence to schedules, identify any deviations, and take appropriate corrective actions to ensure compliance with planned schedules.
Quickly identify and troubleshoot any issues affecting real-time performance, such as system outages, call spikes, or understaffing, and implement solutions to mitigate impact.
Continuously seek opportunities to improve real-time management processes, tools, and techniques to enhance operational efficiency and effectiveness.
Work closely with the WFM planning team to provide feedback on forecast accuracy, scheduling efficiency, and overall workforce strategies.
Collaborate with team leaders and supervisors to address real-time challenges.
Act as the primary point of contact for communication between the WFM team and operations, providing timely updates on performance, staffing needs, and potential impacts on service levels.