Real Time Operations Specialist

2 days ago


Schaumburg, Illinois, United States Paylocity Full time
Job Overview

Paylocity is a leading provider of cloud-based HR and payroll software solutions, empowering businesses to automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

We're seeking a skilled Real Time Specialist to join our Operations team, responsible for monitoring and managing the real-time performance of our Operations teams. This role ensures that service levels and operational goals are met by effectively analyzing data, responding to deviations, and making real-time decisions.

Key Responsibilities
  • Continuously monitor call volume, staffing levels, and agent adherence to schedules trends across all communication channels (e.g., phone, chat, email) and provide findings to Operations management.
  • Monitor real-time performance data and take action to adjust schedules, reallocate resources, or escalate issues to maintain optimal service levels.
  • Provide insights and recommendations for improving operational efficiency based on queue volume and agent activity.
  • Monitor agent adherence to schedules, identify any deviations, and take appropriate corrective actions to ensure compliance with planned schedules.
Requirements
  • Bachelor's degree in Business Administration, Operations Management, or a related field preferred, or equivalent experience.
  • Minimum of 2-3 years of experience in a workforce management or contact center operations role, with a strong focus on real-time management.
  • Excellent communication and interpersonal skills to effectively interact with various teams.
  • Proficiency in WFM software (e.g., Verint, NICE IEX) and contact center technologies (Five9).
  • Ability to remain calm and make decisions under pressure.
  • Strong problem-solving skills and the ability to adapt to changing conditions.
  • High attention to detail and accuracy.
  • Ability to work in a fast-paced environment.
  • Strong sense of urgency and proactive approach to managing real-time operations.
  • Ability to work flexible hours, including evenings, weekends, and holidays if needed.

Paylocity is an equal opportunity employer, committed to diversity and inclusion. We believe that our differences make us stronger and more innovative, and we strive to create a workplace culture that reflects this.



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