Real Time Specialist

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. Full-time. In-Office: This is a 100% in-office role based at our Schaumburg, IL location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours. Position Overview This role is responsible for monitoring and managing the real-time performance of numerous Operations teams at Paylocity. This role ensures that service levels and operational goals are met by effectively analyzing data, responding to deviations, and making real-time decisions. You will be responsible for making scheduled activity updates as needed within the WFM software utilized by the organization. You will collaborate closely with WFM Analysts and the operations teams to optimize staffing levels, manage call queues, and ensure efficient handling of customer interactions. Primary 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. Monitors call out line, requested schedule adjustments for various activities, and other maintenance of front-line staff schedules as needed. This is regarding performing attendance function and adjusting schedules based on leadership requests. Monitor real-time performance data and take action to adjust schedules, reallocate resources, or elevate 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. Complexity And Problem Solving Quickly identify and troubleshoot any issues affecting real-time performance, such as system outages, call spikes, or understaffing, and implement solutions to mitigate impact. Discretion And Impact Continuously seek opportunities to improve real-time management processes, tools, and techniques to enhance operational efficiency and effectiveness. Collaboration And Interaction Work closely with the WFM planning team to provide feedback on forecast accuracy, scheduling efficiency, and overall workforce strategies. Collaborate with team leaders and supervisors to address real-time challenges. Act as the primary point of contact for communication between the WFM team and operations, providing timely updates on performance, staffing needs, and potential impacts on service levels. Education And Experience 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. Strong analytic skills with the ability to interpret and act on complex data in real-time. 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. Equal Opportunity Employer Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better. We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact View email address on click.appcast.io. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed. #J-18808-Ljbffr Paylocity