Job Description

Workforce Real-Time Scheduling Specialist

Location: Remote, candidate must be authorized to work in the United States and live in the US

Schedule: Monday – Friday, 11:30 AM to 8:00 PM Eastern Time

Duration: W2 contract, 6 months

Pay Range: $16-$19/hr. DOE

About the Project

This position supports the contact center operations for a major public health initiative. You’ll help monitor and adjust staffing levels in real time to ensure customer service goals are consistently met while minimizing labor spend. This is a critical role in improving both operational efficiency and the caller experience.

We are seeking a detail-oriented and tech-savvy Workforce Real-Time Scheduling Specialist to join our contact center support team. In this role, you’ll play a key part in ensuring staffing levels are optimized in real time across multiple phone lines and service channels. You’ll collaborate with a team of Workforce Representatives and contact center leadership to maintain service level goals while helping to minimize labor costs.

This position is ideal for someone with prior experience in contact center workforce operations, strong Microsoft Excel skills, and the ability to make confident decisions in a fast-paced, virtual environment.

Key Responsibilities

• Monitor daily attendance and make real-time scheduling adjustments in workforce management software
• Shift agents between queues/skills to meet service levels across multiple phone lines
• Identify and report irregular agent behavior (e.g., extended lunches/breaks) to leadership
• Coordinate with Workforce Rep Associates to ensure sufficient staffing coverage across all teams
• Meet weekly with contact center leadership to support long-term staffing strategy
• Create and maintain daily, weekly, and monthly staffing and performance reports using Microsoft Excel
• Support operational needs Sunday through Thursday (9:00 AM – 5:30 PM Central Time)

Required Qualifications

• 2+ years of experience working in a contact center environment
• 2–5 years of experience using Microsoft Excel, including pivot tables and charts
• General understanding of contact center workflows and service level management
• Reliable and consistent attendance history over the past two years
• Ability to work independently, stay focused for long periods, and make quick decisions under pressure
• Familiarity with numeric keypad (10-key) usage is a plus

Preferred Qualifications

• Experience with workforce management software (e.g., NICE InContact CXone)
• Prior experience in real-time adherence or workforce coordination roles
• Background supporting healthcare contact centers is a plus

Pride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

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