Real Time Specialist II, Robert Half

Robert Half

Location:
United States, Providence

Category:
Call Center

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are looking for a skilled Real Time Specialist II to join our team in Providence, Rhode Island. In this hybrid role, you will work both from home and on-site, providing critical support to ensure operational efficiency and adherence to service level agreements. This is a long-term contract position offering the opportunity to collaborate with internal teams and external vendors to optimize workforce management within a dynamic environment.

Job Responsibility:

Monitor service queues and agent performance to ensure monthly service level goals are met, addressing real-time issues as needed
Track agent adherence, identifying and escalating uncaptured absences to the scheduling analyst
Identify and escalate performance concerns such as long call durations or absent agents to management staff
Collaborate with vendor managers and vendor support specialists to enhance the efficiency of outsourced operations
Provide recommendations for schedule adjustments based on observed trends and behaviors
Build strong relationships with operational supervisors, team leads, and agents to identify opportunities for improving efficiency and satisfaction
Communicate daily staffing forecasts and service level summaries to operations leadership, recommending adjustments as necessary
Analyze intraday data to adjust projections for call volumes, durations, and staffing needs using historical trends
Ensure clear and effective communication with internal customers, fostering strong working relationships

Requirements:

High school diploma required
an associate or bachelor’s degree is preferred
Familiarity with Automatic Call Distribution (ACD) technology and experience using forecasting and scheduling software
Proficiency in Microsoft Office and demonstrated computer literacy
Previous experience with commercial workforce management software, such as Calabrio or Verint
Strong communication skills, with the ability to explain complex concepts effectively
Knowledge of call center operations and service level agreements
Ability to collaborate with diverse teams and stakeholders to achieve operational goals

What we offer:

medical, vision, dental, and life and disability insurance
eligible to enroll in our company 401(k) plan

Additional Information:

Job Posted:
July 09, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Real Time Specialist II