HTSS Inc
Call Center Real-Time Specialist
Location: Remote
$30–$39/hr | Long-term temporary (expected to last at least 1 year)
Are you detail-oriented and enjoy keeping things running smoothly behind the scenes? We’re looking for a Call Center Real-Time Specialist to help our contact center stay on track and meet customer needs. This is a long-term temporary role (at least one year) with great exposure to a busy and fast-paced environment.
What You’ll Be Doing
Keep an eye on call center queues and agent activity to make sure service goals are being met. Spot and escalate any issues—like absent agents or long calls—before they become bigger problems. Work closely with vendor managers and support staff to keep outsourced operations running effectively. Suggest schedule adjustments when needed to balance coverage. Partner with supervisors, team leads, and agents to find ways to boost efficiency and team satisfaction. Share daily updates on staffing needs and service levels with leadership. Use data and trends to adjust intraday forecasts and keep staffing levels on point. Communicate clearly and build strong relationships across teams.
What We’re Looking For
At least 1 year of contact center experience. High school diploma required (Associate’s or Bachelor’s degree is a plus!). Familiarity with Automatic Call Distribution (ACD) systems and workforce forecasting tools. Comfortable using Microsoft Office. Hands-on experience with WFM software like Calabrio, Verint, or NICE. Strong communication skills—you can explain tricky concepts in a way that makes sense.
Keep an eye on call center queues and agent activity to make sure service goals are being met. Spot and escalate any issues—like absent agents or long calls—before they become bigger problems. Work closely with vendor managers and support staff to keep outsourced operations running effectively. Suggest schedule adjustments when needed to balance coverage. Partner with supervisors, team leads, and agents to find ways to boost efficiency and team satisfaction. Share daily updates on staffing needs and service levels with leadership. Use data and trends to adjust intraday forecasts and keep staffing levels on point. Communicate clearly and build strong relationships across teams.
What We’re Looking For
At least 1 year of contact center experience. High school diploma required (Associate’s or Bachelor’s degree is a plus!). Familiarity with Automatic Call Distribution (ACD) systems and workforce forecasting tools. Comfortable using Microsoft Office. Hands-on experience with WFM software like Calabrio, Verint, or NICE. Strong communication skills—you can explain tricky concepts in a way that makes sense.