Real Time Specialist I

We are looking for a Real Time Specialist I to support contact center performance in Providence, Rhode Island. This Long-term Contract position plays a key role in tracking intraday operations, identifying staffing risks, and helping leadership maintain service goals in a hybrid environment with up to three onsite days per week. The person in this role will work closely with supervisors, vendor partners, and internal stakeholders to improve workforce efficiency, strengthen agent support, and respond to changing business conditions throughout the day.

Responsibilities:

• Track queue activity and representative performance throughout the day to help the team stay aligned with monthly service objectives.
• Review attendance and schedule adherence in real time, flagging unreported absences and escalating concerns to the appropriate scheduling resource.
• Identify operational issues such as extended calls, staffing gaps, or performance disruptions and alert leadership when intervention is needed.
• Coordinate with vendor management and support contacts to improve results and maintain effective outsourced contact center operations.
• Recommend intraday schedule updates based on live conditions, emerging trends, and observed agent behavior.
• Prepare daily updates on projected service performance and staffing needs, partnering with operations leaders on necessary adjustments.
• Revise short-term staffing projections by analyzing current volume patterns, handle times, and historical data to determine resource requirements.
• Build productive working relationships with supervisors, team leads, agents, and internal business partners to uncover opportunities for greater efficiency and stronger engagement.
• High school diploma required; an associate or bachelor’s degree is preferred.
• Experience in customer service, call center, or contact center operations.
• Working knowledge of Microsoft Office and general computer applications.
• Familiarity with workforce management or commercial scheduling platforms such as Calabrio or Verint.
• Ability to interpret operational data related to queues, staffing, and service levels.
• Strong verbal and written communication skills, including the ability to explain detailed information clearly.
• Comfortable working in a hybrid office setting with regular onsite presence in Providence, Rhode Island.