Job Description:
ROLE SUMMARY
The Workforce Management (WFM) Real-Time Specialist is responsible for monitoring, analyzing, and optimizing workforce performance in real time to ensure operational efficiency and service level adherence. This role plays a crucial part in managing intraday workforce adjustments, mitigating performance risks, and providing insights to improve overall contact center efficiency. The Specialist will also be responsible for generating reports and providing recommendations to management on how to improve call center performance.
This will be a hybrid position, working 3-4 days in the office.
ABOUT GREENIX
Join one of the fastest growing businesses in Utah! Greenix has been recognized as one of “Utah’s Fast 50” businesses for 3 years running and named “Utah’s Emerging 8” businesses to watch. We have also been recognized by the Salt Lake Tribune and USA Today as a Top Workplace in 2023 and 2024! By sticking to our core values, we are redefining the pest control service industry.
- Building Lasting Relationships
- Going Beyond
- Creating Opportunities
- Doing What Is Right, Always
If our core values resonate with you, we would be excited to add you to our team.
DUTIES & RESPONSIBILITIES
- Real-Time Monitoring: Track agent adherence, queue performance, and service levels in real time to identify and address any operational issues promptly.
- Intraday Adjustments: Implement schedule modifications, including break/lunch adjustments, overtime, and voluntary time off, to optimize staffing levels.
- Performance Analysis: Identify trends and anomalies in real-time data and provide recommendations for immediate and long-term improvements.
- Communication & Coordination: Act as the primary point of contact for escalations related to workforce deviations, working closely with team leads and operations managers to implement corrective actions.
- System Management: Utilize WFM tools and systems to monitor workforce activities, generate reports, and update schedules as needed.
- Incident Response: Manage and report system outages, unexpected spikes in contact volume, or workforce shortages to minimize service disruptions.
- Continuous Improvement: Provide feedback and recommendations to WFM leadership to enhance forecasting accuracy and workforce optimization strategies.
QUALIFICATIONS & REQUIREMENTS
- Experience in workforce management, particularly in real-time monitoring within a contact center environment.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Proficiency in WFM tools such as Genesys, NICE, Verint, IEX, or similar platforms.
- Excellent communication skills to coordinate effectively with multiple stakeholders.
- Ability to multitask, work under pressure, and quickly adapt to changing business needs.
- Strong problem-solving skills and attention to detail.
- Basic knowledge of contact center operations and key performance indicators (KPIs).
WHAT WE OFFER
- Medical insurance with subsidized premiums for employees and enrollees.
- Dental, vision, disability, accident, and life insurance options.
- 401(k) retirement program with a company match.
- Employee assistance program (EAP), offering support for emotional, financial, legal, health, or work-related struggles for you and your dependents.
- Paid leave for all of life’s reasons.
- Pest control company discount (if you live within our territory).
As part of our dedication to the diversity of our workforce, Greenix is committed to Equal Employment Opportunity. Applicants will receive consideration for employment without regard for race, color, gender, religion, national origin, disability, veteran status, military status, age, marital status, sexual orientation, gender identity, genetic information or any other protected group status. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application and employment procedures.