Real-Time Specialist (Contact Center) - #101416

Job Description

Job Description

Real-Time Specialist (Contact Center)

• Location: Cumberland, RI (Hybrid – onsite up to 3 days per week)
• Hourly Rate: $22/hour
• Schedule: 8-hour shifts, with start and end times falling between 8:00 AM and 7:00 PM
• Contract Duration: Through October 5, 2028

About the Opportunity

We are seeking a Real-Time Specialist to support PPL Corporation's Rhode Island Energy contact center operations in Cumberland, Rhode Island.

In this role, you will monitor contact center performance in real time, track agent availability and adherence, and help ensure staffing levels align with customer demand. You will work closely with workforce management, operations leadership, and vendor teams to maintain service level goals, identify staffing gaps, and improve overall contact center efficiency.

Key Responsibilities

• Monitor contact center queues, agent performance, and service levels in real time to ensure customer calls are handled promptly.
• Track agent adherence, identify unplanned absences, and escalate staffing gaps or extended calls to the appropriate management teams.
• Monitor staffing levels and identify intervals requiring adjustments to maintain service level targets.
• Collaborate with workforce management analysts and operations leadership to recommend schedule changes and optimize staffing coverage.
• Adjust intraday forecasts based on current call volumes, average call duration, historical trends, and other business drivers.
• Communicate daily updates regarding forecasted service levels, staffing needs, and operational performance.

Required Qualifications

• At least 1 year of experience working in a contact center or call center environment .
• Familiarity with contact center operations, including call queues, agent performance, service levels, and staffing requirements.
• Experience using workforce management software such as NICE, Verint, Calabrio, or similar platforms.
• Basic computer proficiency, including Microsoft Office applications.
• Strong analytical and problem-solving skills, with the ability to identify performance trends and staffing issues.

Preferred Qualifications

• Associate degree or bachelor's degree.
• Previous experience in workforce management, real-time monitoring, intraday scheduling, or contact center forecasting.
• Experience monitoring agent adherence and recommending staffing or schedule adjustments.
• Familiarity with contact center performance metrics and service level targets.

Apply today to learn more about this opportunity!

At Swoon, we believe the future is built by great teams working on the technologies that keep the world running. That’s why we focus on more than just filling roles. We help companies build the right teams at the right time – teams that move big ideas forward.

Across the US and Canada, leading organizations trust us to leverage our expertise to help them build, secure, and scale the technologies that are shaping tomorrow. The result isn’t just successful hires. It’s a hiring journey that’s as rewarding as the outcome: teams that thrive, cultures that grow stronger, and results that exceed expectations.

Because at the end of the day, we exist to help companies and people achieve their boldest ambitions.

Company Description

At Swoon, we believe the future is built by great teams working on the technologies that keep the world running. That’s why we focus on more than just filling roles. We help companies build the right teams at the right time – teams that move big ideas forward.\r\n\r\nAcross the US and Canada, leading organizations trust us to leverage our expertise to help them build, secure, and scale the technologies that are shaping tomorrow. The result isn’t just successful hires. It’s a hiring journey that’s as rewarding as the outcome: teams that thrive, cultures that grow stronger, and results that exceed expectations.\r\n\r\nBecause at the end of the day, we exist to help companies and people achieve their boldest ambitions.