Real-Time Operations Manager

4 weeks ago


Brentwood, Tennessee, United States Vaco Full time
Job Summary

Vaco is seeking a highly skilled Real-Time Administrator to join our team. As a key member of our operations team, you will be responsible for managing real-time data from the call center, ensuring effective communication between clients and internal teams, and supporting the delivery of timely insights and solutions to enhance business operations.

Key Responsibilities
  • Execute workforce management forecasting alongside the leadership team while ensuring agents adhere to their schedules and breaks.
  • Reforecast interval and daily transaction volumes (inbound, outbound), handle times, and other production metrics by group and report on actual vs. forecasted volumes (phone, web, e-mail, chat).
  • Proactively monitor calling behaviors, efficiency, and availability of agents and report deficiencies to Operations Team in real-time.
  • Analyze and administer schedule optimizations for the call center, including time off and overtime requests and approve and administer real-time exceptions.
  • Collaborate with CSEM managers to improve data accuracy and the CSP/Command Center management to optimize services.
  • Support initiatives and call center management with simulations and modeling and proper escalation procedures.
Requirements
  • Education and experience commensurate with an Associate's Degree required, focus in Statistics or Mathematics preferred.
  • At least 2 years' experience in forecasting, monitoring, and analysis of customer contacts in a call center, real-time environment required.
  • Knowledge of call center technology (e.g. ACD, IVR/IVA, Network Features), reporting automation applications, Outbound Dialer Systems and reporting suites (centralized, multi-media, multi-site), and call center metrics required.
  • Understanding of VoIP networks, CTI/CRM, Network Call Routing tools and techniques required.
  • Experience with Nice CXOne platform preferred.
  • Healthcare industry experience preferred.
Work Environment

This is a 100% remote position with less than 5% travel requirements.

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this position:

  • Frequent: Sitting, walking, eye/hand/foot coordination and repetitive motion.
  • Occasional: Standing and bending.
  • Infrequent: Lifting up to 10 pounds.
Vaco is an Equal Opportunity Employer

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.



  • Brentwood, Tennessee, United States Virtual Full time

    Job Title: Real-Time AdministratorJob Summary:The Real-Time Administrator plays a critical role in managing real-time data from the call center, ensuring seamless communication between clients and internal teams, and providing timely insights to enhance business operations.Key Responsibilities:Collaborate with the leadership team to execute workforce...


  • Brentwood, Tennessee, United States Area Manager Full time

    Job Title: Salon Area Manager – Growth and OperationsJob Summary:We are seeking a dynamic and experienced Salon Area Manager to oversee multiple salon locations within the Nashville area. The ideal candidate will be responsible for driving growth, managing daily operations, ensuring exceptional customer service, and leading a team of salon managers and...


  • Brentwood, Tennessee, United States Color Burst Landscapes Full time

    Job OverviewColor Burst Landscapes is seeking a highly skilled and experienced Landscape Operations Manager to oversee the maintenance, enhancements, and snow removal operations of our commercial properties. The ideal candidate will have a strong background in commercial landscape management, excellent communication skills, and the ability to lead a team to...


  • Brentwood, Tennessee, United States Geodis Full time

    Job Summary:The Senior Transportation Operations Manager is responsible for overseeing the development, coordination, and maintenance of the Transportation Department's activities for assigned facilities. This role provides leadership to the transportation team and serves as the liaison between the Company and its customers.Key Responsibilities:* Develops...


  • Brentwood, Tennessee, United States Color Burst Landscapes Full time

    Job Title: Branch ManagerAt Color Burst Landscapes, we are seeking an experienced Branch Manager to oversee our commercial landscaping operations. The ideal candidate will have a strong background in maintenance, enhancements, and snow removal, with a focus on customer satisfaction and quality performance.Key Responsibilities:Oversee landscape maintenance,...


  • Brentwood, Tennessee, United States Delek US Full time

    We are a leading downstream energy company with a strong presence in the market, and we are seeking a highly skilled Treasury Operations Manager to join our team.About the RoleThis is a key position that involves overseeing treasury cash operations, bank account management, cash investments, foreign exchange, daily cash balancing, cash forecasting, corporate...


  • Brentwood, Tennessee, United States Multibrands Management Full time

    General Manager Job DescriptionAs a General Manager at Multibrands Management, you will be responsible for overseeing the daily operations of our restaurant, ensuring that our high standards of quality service and cleanliness are met. You will be the driving force behind our team's success, leading by example and fostering a positive and productive work...


  • Brentwood, Tennessee, United States MIXT FOOD Full time

    Job DescriptionMixt Food is seeking a skilled Assistant Manager to oversee daily restaurant operations and ensure exceptional customer experiences.Key Responsibilities:Assist in creating and managing events to drive sales and customer engagement.Lead a high-performing team to deliver fast, friendly, and accurate service.Maintain product quality, restaurant...


  • Brentwood, Tennessee, United States My Senior Health Plan Full time

    Job Title: Business Operations ManagerAt My Senior Health Plan, we are seeking a highly skilled Business Operations Manager to join our team. As a key member of our leadership team, you will be responsible for optimizing and overseeing our business processes to ensure operational efficiency and effectiveness.Key Responsibilities:Operational Strategy: Develop...


  • Brentwood, Tennessee, United States Symspire Full time

    Job DescriptionCompany Overview:Symspire is a leading provider of smart home security services, dedicated to helping save lives and property since 1968. As a family-owned business, we prioritize our team members' well-being and recognize them as our most valuable asset.Position Summary:We are seeking a full-time Security Operations Manager to oversee our...


  • Brentwood, Tennessee, United States Tractor Supply Full time

    Fleet Operations ManagerTractor Supply Company is seeking a highly skilled Fleet Operations Manager to oversee the management of our fleet vehicle program. This role will be responsible for ensuring compliance with local and state regulations, as well as providing recommendations for compliance. The successful candidate will have a strong background in fleet...


  • Brentwood, Tennessee, United States Floor & Decor Full time

    Job SummaryFloor & Decor is seeking a highly skilled and experienced Receiving Supervisor to oversee the warehouse operations of each retail store. As a key member of our team, you will be responsible for directing and supervising warehouse specialists, order pickers, and forklift operators to ensure seamless inventory management and efficient logistics.Key...


  • Brentwood, Tennessee, United States Rezult Group Full time

    Job Opportunity: Finance Manager (Operational)Rezult Group is committed to enhancing the financial services community nationwide. We are seeking a highly skilled Finance Manager (Operational) to join our team in Franklin, TN.Key Responsibilities:Control and analyze homebuilding construction costs and divisional profitability for assigned...


  • Brentwood, Tennessee, United States Tractor Supply Full time

    Job SummaryThis position is responsible for overseeing strategic initiatives such as new store openings, store relocations, and store renovations. The successful candidate will provide management and oversight of various contractors and store management across the nation to ensure these retail initiatives are deployed on time, on budget, and with quality...


  • Brentwood, Tennessee, United States Gecko Hospitality Full time

    Job DescriptionGecko Hospitality is seeking a highly motivated and experienced Restaurant Manager to join our team. As a Restaurant Manager, you will be responsible for providing support to the General Manager throughout the daily operations, managing shifts to ensure company standards are maintained, and aiding in the development, supervision, and...


  • Brentwood, Tennessee, United States Ovation Healthcare Full time

    Business Finance Operations ManagerAt Ovation Healthcare, we strive to empower local healthcare through our expertise and resources. We require a highly skilled Business Finance Operations Manager to oversee the Patient Financial Services areas, focusing on Patient Access, Scheduling, Insurance Verification, Pre-Registration, Financial Counseling, Billing,...


  • Brentwood, Tennessee, United States Quality Talent Group Full time

    At Quality Talent Group, we are seeking a highly skilled and experienced Collision Repair Center Manager to join our team. The ideal candidate will have a strong background in collision repair management, with a proven track record of success in leading high-performing teams and driving business growth.The Collision Repair Center Manager will be responsible...

  • Business Analyst

    4 weeks ago


    Brentwood, Tennessee, United States Tractor Supply Full time

    Job SummaryThe Omni Channel Operations Analyst will be responsible for managing the operational aspects of our returns and fulfillment processes, including analysis, exception management, and process improvement. This role will work cross-functionally with vendors and internal departments to improve processes that aid in reducing profit and sales loss and to...


  • Brentwood, Tennessee, United States LifePoint Health Full time

    Job SummaryWe are seeking a highly skilled Supply Chain Operations Manager to join our team at LifePoint Health. As a key member of our organization, you will be responsible for developing and implementing campaigns to reduce match exceptions, leading a team focused on resolving quantity, price, and receiving holds, and supporting escalated and complex issue...


  • Brentwood, Tennessee, United States Squeeze Massage Full time

    About Squeeze MassageSqueeze Massage is a revolutionary company that's transforming the massage experience for our guests. We're passionate about providing exceptional service and creating a welcoming environment for everyone who walks through our doors.Job DescriptionWe're seeking a highly skilled and energetic individual to join our team as a Front of...