Job Summary

• The Associate - Real-Time Management is responsible for real-time monitoring and management of staffing levels, queue performance, and service level adherence across multiple client programs.
• Key responsibilities include incident management, traffic routing, downtime coordination, performance reporting, and WFM collaboration to ensure service levels are met.
• Benefits available include medical, dental, and vision insurance, employee assistance program, retirement savings plan, paid time off, holidays, and paid learning days.

Matching Summary

Salary

Base: $18 - $20 hourly; Bonus/Equity: incentives based on performance; Benefits: medical, dental, vision, EAP, RRSP, PTO, holidays, paid learning days

Skills & Requirements

Key Requirements

• 1-2 years call center experience
• Workforce management experience
• Strong computer and analytical skills
• MS Excel skills
• CMS and NICE IEX software experience
• U.S. citizen or U.S. lawful permanent resident

Work Rights