Workforce Real-Time Manager Job at Flix (Sofia)

Resource Planning Manager – Scheduling & Real-Time

As our Resource Planning Manager (Scheduling & Real‑Time), you’ll lead the team ...

Location

United Kingdom , Bolton

Salary:

Not provided

AO

Expiration Date

Until further notice

Requirements

Solid experience in resource planning, scheduling and real time management within a contact centre/business operation
Strong influencing skills, with the confidence to challenge, advise and gain buy in
A data led mindset, using insight to guide decisions and improvements
The ability to stay calm, focused and agile when plans change
Excellent collaboration and communication skills
Proven people leadership experience, with a passion for developing high performing teams

Job Responsibility

Owning the end to end scheduling process across all contact centre areas, aligned to forecasted demand and business priorities
Designing and maintaining effective shift patterns, balancing operational needs with colleague preferences
Optimising schedules by managing all proactive and reactive shrinkage to maximise productivity and service
Ensuring schedules are delivered on time and in line with agreed planning timelines
Leading the Real Time team, monitoring intraday performance and taking decisive action to protect service levels
Managing same day resource movement, including queue and skill changes
Responding confidently to unexpected events such as spikes in demand or system issues
Driving strong real time adherence, making sure operational teams act quickly on intraday actions
Tracking adherence and intraday KPIs, turning insight into clear recommendations for improvement
Working closely with Forecasting and Operational leaders to keep plans and delivery aligned

What we offer

25 days holidays, plus bank holidays (increasing to 27 days after 2 years)
Pension: contribute 5% of annual salary and we'll do the same
VIP at the AO Arena: free tickets and pre-sale access
Health & wellbeing: discounted gym membership, onsite spa, Help @ Hand scheme (virtual GPs, Mental Health support)
Discounts exclusive across product range
Family leave: Enhanced Maternity, Paternity and Adoption leave
2 fully paid days a year to donate time to any charity
On site perks: free on site parking, complimentary breakfast and coffee at in house coffee shop

Fulltime

Real-Time Analyst

We are seeking a proactive and detail-oriented Real-Time Analyst (RTA) to overse...

Location

Philippines , Cebu

Salary:

Not provided

Helpware

Expiration Date

Until further notice

Requirements

English proficiency: B2+ or higher
Minimum 1 year of experience in Real-Time Monitoring, Workforce Management, or Analytics
Strong analytical and problem-solving skills
Ability to make data-driven decisions in high-pressure environments
Excellent verbal and written communication skills
Strong organizational and multitasking abilities
Ability to work independently with minimal supervision
Adaptability in a fast-paced and dynamic environment
Strong work ethic and accountability
Proficiency in Microsoft Office (Excel required

Job Responsibility

Monitor real-time performance metrics including Service Level, AHT, Occupancy, Adherence, and Queue Health
Analyze intraday trends and identify performance risks
Execute real-time action plans (e.g., schedule adjustments, offline management, VTO/OT recommendations)
Communicate performance updates, risks, and mitigation strategies to Operations and Leadership
Partner with Client, Supervisors and Managers to address adherence gaps and staffing challenges
Generate and distribute intraday and end-of-day performance reports
Escalate system issues or operational risks in a timely and professional manner
Support continuous improvement initiatives to enhance forecasting accuracy and workforce efficiency

Fulltime

Real-Time Analyst

We are seeking a proactive and detail-oriented Real-Time Analyst (RTA) to overse...

Location

Philippines , Cebu

Salary:

Not provided

Helpware

Expiration Date

Until further notice

Requirements

English proficiency: B2+ or higher
Minimum 1 year of experience in Real-Time Monitoring, Workforce Management, or Analytics
Strong analytical and problem-solving skills
Ability to make data-driven decisions in high-pressure environments
Excellent verbal and written communication skills
Strong organizational and multitasking abilities
Ability to work independently with minimal supervision
Adaptability in a fast-paced and dynamic environment
Strong work ethic and accountability
Proficiency in Microsoft Office (Excel required

Job Responsibility

Monitor real-time performance metrics including Service Level, AHT, Occupancy, Adherence, and Queue Health
Analyze intraday trends and identify performance risks
Execute real-time action plans (e.g., schedule adjustments, offline management, VTO/OT recommendations)
Communicate performance updates, risks, and mitigation strategies to Operations and Leadership
Partner with Client, Supervisors and Managers to address adherence gaps and staffing challenges
Generate and distribute intraday and end-of-day performance reports
Escalate system issues or operational risks in a timely and professional manner
Support continuous improvement initiatives to enhance forecasting accuracy and workforce efficiency

Fulltime

Real-Time Operations Specialist

Be the "air traffic controller" of our Revenue Center, managing real-time queues...

Location

United States

Salary:

20.00 - 22.00 USD / Hour

LoadUp

Expiration Date

Until further notice

Requirements

2+ years in a call center, workforce management, or operations support role
Familiarity with CRM, telephony, or WFM tools
strong understanding of call center metrics (SLAs, occupancy, etc.)
Analytical Mindset: Ability to make quick, data-driven decisions during high-volume periods
Excellent coordination skills to work seamlessly with agents and leadership
Ability to work a Tuesday – Saturday schedule in the office

Job Responsibility

Monitor real-time call queues, agent states, and workload distribution to maintain SLA targets across Sales, Support, and Fulfillment
Identify call volume trends, spikes, or backlogs and take proactive action to mitigate service impact
Make real-time staffing adjustments, including break management, shift changes, and agent reassignments
Track schedule adherence, occupancy, and utilization, flagging risks or gaps to leadership
Generate and distribute daily and weekly workforce and performance reports
Partner closely with CX leadership and team leads to support daily workforce management needs
Support onboarding by helping new agents understand schedules, adherence expectations, and queue workflows

What we offer

Medical, Dental, Vision, and Life Insurance coverage
Flexible Spending Account (FSA) or Health Savings Account (HSA)
Generous Paid Time Off
401(k) with 5% Company Match
Employee Recognition Program
Monthly Lifestyle Stipends
Referral Rewards Program
Growth with Purpose

Fulltime

Workforce Real Time Coordinator

A Real-Time Coordinator is responsible for real-time and intraday management of ...

Location

United States

Salary:

Not provided

Crescendo

Expiration Date

Until further notice

Requirements

3+ years experience in a Workforce, Real-Time, or Business Analysis role is required
Amazing work ethic
Previous experience in using CX platforms (Zendesk preferred)
Attention to detail and a high level of accuracy
Ability to multitask, focus, and complete reports for extended periods
Ability to take initiative, communicate effectively, and ask questions
Enjoy working in a collaborative environment and are a team player
Ability to quickly learn and master new systems
Basic level of Google/Sheets/Microsoft Excel skills, including formatting, and an appetite for learning how to use formulas!
Connection to our core values: Be Humble, Take Ownership, Care for Others, Embrace Growth, and Manifest Trust

Job Responsibility

Manage the volume of different channels, ticket distribution, scheduling, program break and lunch schedules, ad hoc schedule adjustments, and ensure schedule adherence
Monitor incoming volumes in real-time and arrange additional coverage as needed
Work closely with the management team to analyze and help improve support delivery
Assist leadership in time tracking accuracy for all agents
Support with reporting distribution, where needed by other team members
Assist with projects and other duties as requested or assigned
Efficiently manage the team utilization using our WFM and CX Tools
Support with scheduling or schedule management where needed
Able to maintain strict confidentiality

What we offer

Flexible working arrangements
Competitive Base Salary
Generous paid vacation
Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
Competitive retirement benefits
Access to free posture-based fitness workouts from home paid Sabbatical Leave
Training opportunities provided by Crescendo and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Fulltime

Senior Manager, Workforce Management

The Senior Manager, Workforce Planning leads workforce planning, scheduling, rea...

Location

United States , Tempe

Salary:

113900.00 - 189900.00 USD / Year

W. W. Grainger

Expiration Date

Until further notice

Requirements

Bachelor's Degree required
7+ years in service center, contact center, workforce management, operations planning, business intelligence, or related operational analytics environments required
3+ years using workforce management tools, telephony systems, automated call distribution technologies, and related reporting or analytics platforms required
Knowledge of workforce management principles, including forecasting, capacity planning, scheduling, real-time resource management, interval-level service drivers, staffing models, and service level performance management
Experience using workforce management, telephony, and automated call distribution tools such as Aspect, Blue Pumpkin, IEX, Avaya, Cisco, or comparable systems to support contact center planning, reporting, and operational decision-making
Experience developing workforce analytics, performance reports, operational metrics, and root-cause insights that identify improvement opportunities and support leadership decisions in a contact center or service center environment
Knowledge of multi-site contact center operations, system interdependencies, technology roadmaps, contingency planning, budget inputs, and continuous improvement practices that support scalable and resilient workforce operations

Job Responsibility

Lead and develop the Workforce Management team by setting objectives, coaching performance, identifying training needs, and building team capability across workforce planning, scheduling, and real-time resource management
Establish standardized workforce management practices, policies, procedures, metrics, and governance to improve resource utilization, service level performance, operational consistency, and accountability across the Contact Center network
Develop staffing models, forecasts, schedules, and capacity plans that balance customer demand, labor availability, productivity, service level goals, staffing flexibility, and cost-to-serve objectives
Direct real-time resource management by monitoring service level performance, identifying variance drivers, coordinating operational adjustments, and supporting timely decisions that improve customer experience and efficiency
Provide reporting, analytics, and performance insights to Contact Center leadership by translating workforce, telephony, productivity, and operational data into clear recommendations for business decisions
Evaluate workforce management tools, telephony platforms, automated call distribution technologies, and related systems to support a technology roadmap that improves capability, efficiency, data quality, and scalability
Partner with senior leadership and Contact Center stakeholders to make workforce and service challenges visible, recommend solutions, manage budget planning inputs, and balance service performance, cost, staffing flexibility, and business priorities
Lead continuous improvement, contingency planning, and disaster recovery efforts to strengthen operational resilience, standardize scalable process improvements, and support Contact Center strategy

What we offer

Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing
18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year
6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required
Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools
Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents

Fulltime

Real Time Analyst

We are looking for a Real Time Analyst to support contact center performance thr...

Location

United States , Minnetonka

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Experience working in a contact center, customer service environment, or workforce management function
Proficiency with Microsoft Excel, Word, Outlook, and other Microsoft Office applications
Familiarity with real-time monitoring tools and workforce management systems, including platforms such as Five9 or Verint
Strong analytical ability with the skill to interpret operational data and make sound recommendations quickly
Ability to manage competing priorities and respond effectively in a fast-moving call center setting
Understanding of service level metrics, staffing concepts, and day-of-operation performance management
Experience using ticketing systems and maintaining accurate operational documentation
Clear written and verbal communication skills with the ability to collaborate across teams and leadership groups

Job Responsibility

Monitor real-time contact center activity to track staffing levels, queue performance, and service delivery throughout the day
Evaluate call volume patterns and agent availability, then recommend schedule or workload adjustments to improve operational efficiency
Use workforce management and monitoring platforms such as Five9 and Verint to identify issues and support daily performance targets
Communicate intraday updates, risks, and performance concerns to leadership and relevant support teams in a clear and timely manner
Analyze performance data and prepare reports that help stakeholders understand trends related to service levels, productivity, and resource utilization
Coordinate with supervisors and operations teams to address unexpected changes in demand, attendance, or system-related disruptions
Maintain accurate records in ticketing and management systems while following established contact center processes
Support continuous improvement efforts by identifying optimization opportunities within real-time operations and workforce planning activities

What we offer

medical
vision
dental
life and disability insurance
company 401(k) plan

Fulltime

Real Time Analyst

We are seeking a Real-Time Analyst (RTA) to serve as a primary layer for live op...

Location

Salary:

Not provided

Clipboard

Expiration Date

Until further notice

Requirements

Proven experience in real-time operations, workforce management, or queue governance roles within high-volume, time-sensitive environments
Advanced proficiency in Google Sheets, including the ability to manipulate large datasets, build forensic audits from scratch, and automate manual processes
Demonstrated ability to perform root-cause analysis and investigative work, translating noisy or ambiguous data into clear operational insights
Strong independent judgment and comfort operating autonomously in high-pressure situations with minimal oversight
Excellent written communication skills, with the ability to summarize complex queue dynamics into clear, jargon-free narratives for diverse stakeholders
Experience working across multiple operational workflows or lines of business, with an understanding of how upstream and downstream changes impact live performance
Comfort with non-traditional schedules and a willingness to adapt working hours based on operational need

Job Responsibility

Own real-time queue management across multiple lines of business, ensuring SLA protection and operational stability in a dynamic, 24/7 environment
Monitor live performance, identify anomalies, and conduct root-cause investigations to determine why changes are occurring, not just what is happening
Distill complex operational signals into clear, concise, and actionable updates for leadership and stakeholders during high-pressure incidents
Exercise independent judgment to resolve outliers and crisis situations that fall outside established SOPs, particularly during off-hours or low-support periods
Build and maintain forensic analyses of queue performance using Google Sheets, including large data manipulation, ad-hoc modeling, and automated tracking tools
Serve as a control function and voice of reason during incidents, coordinating actions, documenting decisions, and ensuring consistent execution of operational levers
Partner with Operations, and related teams to identify systemic risks, recurring issues, and opportunities for operational improvement
Support the development of governed, threshold-based alerting and guardrails for queue management, aux swapping, and outbound logic
Maintain a mission-first mindset with flexibility in working hours to support true 24/7 coverage as part of a small, highly interdependent team

Fulltime

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Workforce Real-Time Manager

Job Description

Job Responsibility

Requirements

What we offer

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