Job Description
We are seeking a detail-oriented professional to manage real-time (intra-day) operations and resource optimization for our Service Contact Center. This role ensures an exceptional experience for both customers and employees by translating staffing forecasts into efficient schedules and making real-time adjustments to meet business goals. Regular hours are 7:00 a.m. to 3:30 p.m. central time. Flexibility is required, as occasional shifts from 10:30 a.m. to 7:00 p.m. central time may be necessary to support operational needs. WHAT WE CAN OFFER YOU: Hourly Wage: $22.50 -$23.00 an hour, plus annual bonus opportunity 401(k) plan with a 2% company contribution and 6% company match. Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details. Applicants for this position must not now, nor at any point in the future, require sponsorship for employment. WHAT YOU'LL DO: Monitor daily workload volumes and communicate with leadership based on business needs. Identify workflow bottlenecks and escalate issues that may impact service levels or production goals. Review production reports (Tableau Reporting) and analyze trends to improve operational performance. Monitors real-time performance for approx 85-100 associates using tools like NICE, Salesforce, CC Pulse, Tableau, and AWS to make intra-day staffing adjustments and meet service level goals. Analyzes current and historical performance trends, conducts real-time re-forecasting, and collaborates with operations to align with business objectives. Manages workforce schedules in WFM software, including updates for exceptions, absenteeism, and shift changes. Partner with supervisors and managers to address staffing needs and workload balancing. Support continuous improvement initiatives to increase efficiency and enhance customer service. WHAT YOU’LL BRING: Strong analytical and technical skills with the ability to interpret data and make informed business decisions; keen attention
