Real-time Operations Specialist
4 weeks ago
At Education at Work, we're dedicated to empowering students from underserved communities to secure high-quality post-graduation jobs through evidence-informed work-based learning programs. As a Real-time Operations Specialist, you'll play a critical role in ensuring our service level goals are consistently met while maintaining optimal staffing.
Job Summary
This seasonal position, ending April 30th, 2025, requires a highly motivated individual to monitor real-time call volume and agent activity using WFM Software. Key responsibilities include making intraday adjustments to staffing, communicating with leaders to provide real-time updates, and generating daily, weekly, and monthly reports on performance metrics.
Key Responsibilities
- Monitor real-time call volume and agent activity using WFM Software.
- Make intraday adjustments to staffing to ensure adequate coverage during fluctuations.
- Communicate with leaders to provide real-time updates and recommendations for improving service level.
- Generate and distribute daily, weekly, and monthly reports on performance metrics.
- Collaborate with the scheduling team to optimize employee schedules based on forecasted volume and business requirements.
Requirements
- High School diploma.
- Actively enrolled in a technical degree program (preferred).
- Experience with Cisco, Thin Client, and Cloud-based programs preferred.
- Experience with Microsoft Windows Server/Desktop.
- Excellent customer service skills.
- Strong interpersonal and organizational skills.
- Ability to multi-task and prioritize effectively.
- Proficient in troubleshooting and problem resolution.
Work Requirements/Expectations
- Full-time, 40 hours per week, with some weekends required.
- Flexible hours with an in-office work approach.
Compensation/Benefits
- Competitive pay.
- Earn up to $5,250 in Tuition Assistance, based on job and academic performance (eligible after 2 months of employment).
Education at Work provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. We comply with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We prohibit workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Education at Work's employees to perform their job duties may result in discipline up to and including termination of employment.
The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination in compensation and employment opportunities against qualified individuals with disabilities. To determine whether an individual is qualified, the essential functions of each job must be identified. Essential functions are those that are intrinsic to the position, and that the individual(s) who holds the jobs must be able to perform with or without reasonable accommodation.
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