CES Real Time Specialist

Posting The Workforce Management Real-Time Specialist monitors inbound contact traffic and takes action to maintain efficient contact distribution based on skilled staff availability, meeting operational service level goals to ensure customers receive an excellent experience. The Real-Time Specialist has primary responsibility for alerting the Workforce Management Analyst(s) when incoming contacts are not meeting response standards. The Real-Time Specialist will produce, update, and maintain agent schedules which includes scheduling all off-phone events, and also enters exceptions for approved off-phone activity. Job Summary Monitors inbound contact traffic, maintains schedules, reports performance, and communicates with analysts and leadership to ensure service level goals are met. Key Characteristics Analytical – Ability to understand historical and current contact volume activity levels and effectively communicate real-time concerns to leadership so that customer service standards are met. Responsive – Must be organized and able to provide timely responses to the frontline and leadership on schedule changes and real-time activity. Duties and Responsibilities Monitors inbound call traffic – ensures professionals are working within established guidelines, using the escalation process for infractions. Schedule maintenance – produces and updates professionals’ schedules, handles permanent and temporary changes, enters approved exceptions for unscheduled off-phone activities, and updates approved time‑off requests. Call center performance reporting – generates reports on schedules, center performance, volumes, and other key business indicators. Communications – keeps Workforce Management Analysts fully informed on center activity, including customer service levels, staffing needs, and system issues. Other duties – performs other related duties and responsibilities as assigned. Knowledge, Skills and Abilities Applicable computer software knowledge. Comfortable working with a large volume of employees at all levels. Strong analytical, forecasting and reporting ability. Prioritization and multi-tasking skills. Strong verbal and written communication skills. Education and Experience Required High School education or GED. 2 years of previous contact center workforce management experience. Working Conditions Work occurs inside a contact center – potential for 24/7/365 day operations in future. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The ability to use computer and telephony systems, visual, audio, and manual dexterity capabilities are essential to the work. AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices. AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis. #J-18808-Ljbffr UGI Corporation