Real-Time Adherence Specialist

Job Summary

A company is looking for a Real-Time Adherence Specialist.

Key Responsibilities

• Monitor real-time performance to ensure service level metrics are maintained
• Manage agent schedules and communicate adjustments to leadership
• Document performance issues and partner with supervisors to address schedule deviations

Required Qualifications

• Minimum 3-5 years of experience in a high-volume Contact Center environment
• Strong proficiency in Workforce Management and telephony software
• Proficient in MS Excel and MS Office products
• Ability to work effectively both as a team member and independently
• Occasional weekend and holiday work may be required