Revolution Technologies · 15 hours ago
Specialist, Workforce Management (real-time/call center)
St. Petersburg, FL
Contract
Hybrid
Mid Level
$31.50/hr - $31.50/hrRevolution Technologies is seeking a Specialist in Workforce Management to monitor real-time phone and processing queues in a call center environment. The role involves making strategic workflow adjustments, generating performance reports, and collaborating with leadership to enhance operational efficiency.
DeliveryHuman ResourcesInformation Technology
Hiring Manager
Marina Besecky
Responsibilities
Monitor real-time phone queues, processing queues, and departmental inboxes for a medium to large-sized departments to ensure service levels are consistently met
Independently assess and adjust workflows in real time in response to call, processing, and email volume fluctuations, ensuring appropriate daily resource coverage
Generate ad hoc, daily, weekly, and monthly reports detailing departmental and individual associate SLA performance
Proactively identify performance trends affecting departmental operations and collaborate with leadership to implement effective, data-driven solutions
Monitor schedule adherence, providing both real-time updates and trend analysis to support departmental management decisions. Coordinate directly with leadership and frontline associates
Partner with departmental leadership to identify and implement strategies that enhance workforce optimization
Evaluate and observe departmental processes to detect inefficiencies and offer actionable recommendations for improvement
Continuously seek opportunities to refine and streamline workflows, driving greater operational efficiency
Process agent schedule change requests submitted by department leadership, ensuring timely and accurate updates to workforce scheduling systems
Perform additional duties, special projects, and responsibilities as assigned
Qualification
Required
Real-time phone, processing, and email queue monitoring
Call center operations, including related workflows such as processing queues and email handling—preferably within a financial services environment
Workforce management practices, including familiarity with scheduling tools and software (experience with WFM software is a plus, especially IEX and NICE CXone)
Microsoft 365 (specifically Outlook, Word, Excel, PowerPoint, and Copilot) is required
Effectively monitoring phone, processing, and email queues within a medium-sized operations center
Applying strong problem-solving, judgment, and critical thinking skills in dynamic operational environments
Making sound decisions when managing competing priorities across multiple stakeholders
Thrive in a fast-paced environment with rapidly shifting priorities
Maintain a high level of organization, with strong attention to detail and an emphasis on accuracy and timeliness
Systematically organize information and follow established procedures with precision
Quickly learn and adapt to new software applications
Apply analytical skills, particularly in workforce forecasting and operational trend analysis
Work independently with minimal supervision, while also collaborating effectively within a team—even under pressure or while managing multiple tasks simultaneously
Communicate clearly and professionally, both verbally and in writing, with colleagues, leadership, and cross-functional teams
Benefits
Laptop provided
Company
Revolution Technologies
Revolution Technologies is a staffing and recruiting company that offers contract staff augmentation and permanent staffing solutions.
Founded in 1993
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ted Parker
Founder & Chief Executive Officer
Miles Toshie
Executive Vice President/Partner
Recent News
EIN Presswire
2025-12-17
Company data provided by crunchbase