Real Time Specialist

Paylocity • Schaumburg, IL

292d • $33,300 - $61,900

About The Position

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. This position requires candidates to be in office 3 days a week and can be performed from our Schaumburg, IL or Meridian, ID offices. 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.

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.
• Monitor call out line, requested schedule adjustments for various activities, and other maintenance of front-line staff schedules as needed.
• 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.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k) match.
• Career development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree