Real Time Operations Specialist

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee agent statuses in real-time.

• Analyze dashboards to ensure optimal staffing in line with demand levels.

• Assess large volumes of data.

• Monitor, evaluate, and modify intraday forecasts using business drivers, current trends, and historical data.

• Anticipate call volumes, call durations, and necessary staffing levels.

• Request additional hours or propose voluntary time off when appropriate to align staffing with projected volumes.

• Coordinate with interpreting and support teams to enable real-time schedule modifications.

• Collaborate with the WFM Manager on root-cause analyses of forecast discrepancies.

• Suggest alterations to enhance forecast precision and effectiveness.

• Assist with same-day schedule adjustments based on staffing and demand requirements.

• Accurately and promptly document all same-day schedule changes.

• Ensure daily operations reflect the company’s mission and core values.

• Foster a positive, safe, and inclusive work environment.

• Execute other duties and responsibilities associated with the position.

⛳️ Requirements

• At least one (1) year of experience in contact center analysis or a related role.

• Minimum one (1) year of experience in trend analysis.

• Intermediate understanding of call center management and related calculations, including forecasting, scheduling, and adherence.

• Proficient in Automatic Call Distribution (ACD) technology.

• Familiarity with forecasting and scheduling software.

• Intermediate skills in spreadsheet formulas and database applications, including Excel and Google Sheets.

• Strong analytical mindset with exceptional attention to detail.

• High organizational skills with the ability to thrive in a fast-paced environment while managing competing priorities.

• Excellent interpersonal skills and the capability to collaborate with individuals from diverse backgrounds.

• Ability to work autonomously with minimal supervision and self-motivation.

• Positive “can-do” attitude along with a willingness to take on responsibility and ownership.

• Capacity to handle sensitive and confidential information with integrity and teamwork.

• Flexibility to work a varied schedule.

• Proficient in professional English writing.

• Fluent in American Sign Language.

• Minimum high-speed internet of >20 MBPS.

• Availability to work Saturdays and Sundays from 6:00 AM to 2:30 PM PT and Mondays from 2:00 PM to 6:00 PM PT.

🏝️ Benefits

• Meaningful work that enhances communication accessibility.

• An inclusive culture grounded in respect, collaboration, and belonging.

• Opportunities for continuous learning and professional development.

• Chances to expand skills and advance your career.

• A commitment to teamwork, innovation, integrity, and exceptional service.