Real Time Workforce Consultant

Job Summary

Coordinating daily staffing for the Operations Division, the full-time Disputes Real Time Workforce Consultant will enhance efficiency and productivity while managing agent resources and monitoring service levels in a remote setting.

Key responsibilities

• Allocate agent resources to meet service level standards using call management applications
• Monitor schedule adherence and communicate performance needs to the Forecaster and Scheduler
• Analyze and report performance trends to management while maintaining accurate service level reporting

Required qualifications

• Associate's degree in a related field or equivalent combination of education and experience
• Minimum two years of experience in a call center or disputes operations environment
• Experience with Workforce Management concepts preferred
• Knowledge of scheduling software, such as NICE WFM, is preferred
• Proficiency in MS Windows-based software, including Word, Power BI, Qlik, and Excel