Real-Time Operations Specialist
- Profit Drives Purpose – We believe running a profitable business allows us to fulfill our professional and personal purpose in life.
- Right Shell – We constantly need to be evaluating whether our processes, systems, and people are right-sized for maximum agility.
- Own It – Everyone has a stake in the company and, therefore, is responsible for their performance.
- Fellowship Matters – We believe there is power and connection in being present in the same physical space.
- Live in Truth – We’re committed to winning the right way. Call it like it is. No sugar coating.
- Action Over Words – Words are important, but 1,000 words get trumped by 1 intentional action.
- Build to Last – We’re building this company to last and withstand the test of time. We play the long game in our decision-making and execution.
- Monitor real-time call queues, agent states, and workload distribution to maintain SLA targets across Sales, Support, and Fulfillment.
- Identify call volume trends, spikes, or backlogs and take proactive action to mitigate service impact.
- Make real-time staffing adjustments, including break management, shift changes, and agent reassignments.
- Track schedule adherence, occupancy, and utilization, flagging risks or gaps to leadership.
- Generate and distribute daily and weekly workforce and performance reports.
- Partner closely with CX leadership and team leads to support daily workforce management needs.
- Support onboarding by helping new agents understand schedules, adherence expectations, and queue workflows.
- Experience: 2+ years in a call center, workforce management, or operations support role.
- Technical Skills: Familiarity with CRM, telephony, or WFM tools; strong understanding of call center metrics (SLAs, occupancy, etc.).
- Analytical Mindset: Ability to make quick, data-driven decisions during high-volume periods.
- Communication: Excellent coordination skills to work seamlessly with agents and leadership.
- Availability: Ability to work a Tuesday – Saturday schedule in the office.
- An Operational Strategist who can stay calm under pressure and pivot staffing resources in seconds to save a service level.
- A Detail-Oriented Analyst who understands that 5 minutes of non-adherence can impact the entire day's performance.
- A Proactive Problem-Solver who doesn't wait for a backlog to happen before suggesting a shift in strategy.
- A "Right Shell" Thinker who is always looking for the most efficient way to route calls and utilize agent time.
- Competitive Compensation – Earn a competitive salary that rewards results and team impact.
- Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage.
- Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts.
- Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.
- 401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.
- Employee Recognition Program – Get rewarded and celebrated for your contributions.
- Monthly Lifestyle Stipends – Support for the essentials or extras designed to enhance your everyday experience.
- Referral Rewards Program – Help us build a high-performing team and get rewarded.
- Growth with Purpose – We’re a scaling company where career paths evolve. You’ll have the opportunity to grow alongside the business and shape its future.
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