Customer Service Representative — Workforce Management Real-Time Specialist

Job overview

The Workforce Management Real-Time Specialist role is hybrid, with onsite work required up to three days per week in Cumberland, RI. Pay is $20–$26 per hour. Reporting to the Manager of Workforce Management, the role helps the contact center meet customer-call handling goals through real-time queue and staffing management.

What you'll do

• Monitor service levels, queues, and agent performance
• identify adherence issues and escalate them
• partner with vendor management and support
• recommend schedule changes
• build relationships with supervisors, team leads, and agents
• communicate forecasted service levels and staffing needs
• and adjust intraday forecasts using call volumes, duration, current trends, and historical data.

What we're looking for

Skills & competencies

customer service representative

workforce management

real-time specialist

hybrid

cumberland ri

talent software services

$20–$26/hr

contact center

queue monitoring

intraday forecasting

calabrio

verint

nice

Work arrangement

• Weekend coverage required

Why this role

Candidates may be asked to work a shift between 8 a.m. and 7 p.m. Requires at least one year in a contact center and experience with commercial workforce management software such as Calabrio, Verint, or NICE.

About the employer

Talent Software Services, Inc. is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.