Workforce Realtime Associate

Description

Support daily contact center operations by monitoring employee schedules, queue activity, and workforce performance. This role is ideal for CSR Agents who want to transition into a Workforce Management/Real-Time role . The successful candidate will monitor staffing and adherence, provide updates to Operations leaders, and help ensure employees are properly assigned to support customer service goals.

Duties & Responsibilities

• Monitor employee schedules, attendance, adherence, and queue activity using workforce management tools.
• Track inbound service levels, staffing requirements, and employee adherence to scheduled activities.
• Analyze real-time and historical information to identify staffing or operational concerns and provide recommendations.
• Prepare ad hoc reports related to employee adherence, schedules, and daily operations.
• Assist with employee skilling and provide workforce data to ensure employees are assigned to the appropriate queue or line of business.
• Coordinate with Workforce Management and Operations teams regarding VTO, overtime, out-of-seat activities, and staffing requirements.
• Communicate real-time staffing concerns and updates to Operations leaders.
• Perform other duties as assigned by management.

Qualifications

• No prior Real-Time/Workforce Management experience required.
• 1 year of Customer Service or Contact Center experience preferred.
• CSR Agents with strong knowledge of call center operations, attendance, schedules, and performance metrics are encouraged to apply.
• Basic knowledge of MS Excel or other reporting tools is an advantage.
• Experience with EWFM, Aspect, IEX, or similar workforce management systems is preferred but not required.
• Strong analytical, communication, and problem-solving skills.
• Willingness to learn Workforce Management/Real-Time Monitoring processes.
• Must be comfortable working in a fast-paced contact center environment.

Recommended Qualification Line

If your goal is to actively attract CSR Agents , I would make this especially clear:

Open to CSR Agents with no prior Real-Time or Workforce Management experience. Candidates with strong contact center experience and a willingness to learn are encouraged to apply.