Workforce Management Real Time Specialist

Consumer Cellular-posted 9 months ago
$52,500 - $68,250/Yr
Full-time • Entry Level
Tempe, AZ
Professional, Scientific, and Technical Services
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

The position of WFM Real Time Specialist is responsible for real-time intraday management of Consumer Cellular call center employees and call queues. You will help ensure smooth operations throughout each day and react promptly to any unexpected outages or events.

  • Make Real-Time decisions to ensure that the site operations are in line with established service level goals.
  • Live monitoring of service queues for long calls, excessive aux time, etc.
  • Utilize call center tools to observe agents actual state compared to agents scheduled state and provide recommendations / take actions based on those observations.
  • Produce real-time reports and alerts throughout the day detailing service level and other key performance indicators.
  • Utilize trend analysis to make recommendations for improvements to service level and other key performance indicators.
  • Make changes to employee skilling to help meet service level goals.
  • Adhere to attendance and punctuality standards as set forth in the employee handbook.
  • Be objective, maintain confidentiality and partner across departments to meet and exceed our department objectives.
  • Additional duties and tasks assigned as needed.
  • Ability to prioritize assigned tasks.
  • Proven strong interpersonal and communication skills with the ability to communicate effectively to all levels of staff in all departments.
  • Advanced proficiency in Microsoft Excel.
  • Able to work weekends and change schedule occasionally.
  • Be able to multitask between Lead, CMS and WFM software.
  • 6+ months experience in Workforce Management preferred.
  • Competitive base pay with potential for shift differential, overtime and bonus pay
  • Medical insurance (98% company-paid for full-time employee only coverage)
  • Dental and Vision insurance (100% company-paid for full-time employee only coverage)
  • 401(k) company match of 100% up to 6% of your pay
  • Discounted Consumer Cellular wireless phone plan for employees
  • Paid Time Off (PTO) available following a 30-day waiting period
  • 6 company-paid holidays plus 16 hours of floating holiday accrual per year
  • Flexible Spending Accounts (FSA) for health care and dependent care expenses
  • Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
  • Long-Term Disability insurance (100% company-paid)
  • Employee Assistance Program (100% company-paid)
  • Education reimbursement
  • Employee rewards program
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Resume Examples
•
Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service