Real Time Specialist - Night Shift

Perk.com Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Perk.com Inc. is seeking a dedicated and proactive Real-Time Specialist to join our dynamic Workforce Management (WFM) team, focusing on ensuring operational excellence within our Customer Care department. This critical night shift role is instrumental in maintaining our high service standards by continuously monitoring performance, proactively managing staffing levels across multiple global hubs, and making swift, informed decisions to guarantee business continuity.
• As a Real-Time Specialist (RTS), you will be a vital link between our frontline operations and our overarching strategic performance objectives. You will report directly to the Real-Time Team Leader and collaborate extensively with stakeholders across various teams and regions. Your primary focus will be on analyzing real-time staffing data, orchestrating the flow of customer interactions across different channels, and adapting dynamically to immediate operational changes.
• This position offers a unique opportunity to contribute to a high-visibility function that directly shapes the day-to-day efficiency and effectiveness of our global support organization. You will play a key role in fostering cross-HUB collaboration, ensuring uniformity in real-time operational practices, and championing best practices that have a tangible impact on the customer experience.
• Your core responsibilities will include meticulously monitoring live performance across all customer support channels – including tickets, chat, and calls – to ensure that critical Key Performance Indicators (KPIs) such as Service Level Agreements (SLAs), Average Handle Time (AHT), and occupancy targets are consistently met in real time.
• You will be responsible for disseminating regular intraday and daily performance updates. These updates will not only highlight current performance metrics but also provide crucial insights into potential risks to KPIs and offer concrete, actionable recommendations for immediate corrective measures.
• A significant part of your role will involve actively managing real-time adjustments to agent schedules. This includes accommodating same-day absences, reallocating resources in response to unexpected operational needs, and ensuring optimal staffing coverage throughout your shift.
• You will expertly optimize the utilization of scheduled agent activities, such as breaks, meetings, and coaching sessions. The goal is to maximize productivity and agent efficiency without compromising essential coverage levels required to meet customer demand.
• Maintaining open, consistent, and clear communication channels with Team Leads, Managers, and fellow Real-Time Analysts across all global HUBs is paramount. This ensures seamless alignment and coordinated action throughout the operational day.
• You will actively support the planning and scheduling of essential activities like coaching sessions, training programs, team meetings, and special events. This requires a delicate balance between meeting business priorities and ensuring adequate operational coverage.
• A key analytical component of the role involves scrutinizing trends in staffing levels and customer contact volumes. You will leverage this analysis to support data-driven decision-making, providing actionable recommendations to enhance overall efficiency and service delivery quality.
• You must be prepared to respond rapidly to escalations and urgent requests received through various communication platforms, including Slack and Zendesk, or directly in person. Ensuring visibility of these issues and timely follow-up is critical.
• You will deliver concise, impactful updates during regular syncs and stakeholder meetings. These updates will encompass performance summaries, incident reports, and proposed actions.
• You will partner closely with the broader WFM and Operations teams on essential administrative tasks. This includes supporting the onboarding process for new team members, meticulous attendance tracking, and efficient leave management.
• You will support the execution of pre-defined real-time contingency plans. This involves responding effectively to situations like sudden volume spikes or operational disruptions, utilizing documented playbooks and established triggers.
• You may be required to facilitate or contribute to impromptu huddles or sync meetings to align on intraday action plans, particularly when service levels are at risk.
• A core competency will be the ability to confidently communicate real-time performance data, emerging trends, and potential risks to stakeholders and leadership. This ensures transparency and supports informed, strategic decision-making.
• This role is crucial for maintaining the operational integrity and customer satisfaction that Perk.com Inc. is known for, offering a challenging yet rewarding experience in a fast-paced, global environment.

🎯 Requirements

• Proven experience working in a fast-paced, multi-channel contact center environment, with exposure to managing tickets, chat, and voice support channels.
• Demonstrated comfort and proficiency in utilizing tools such as Microsoft Excel or Google Sheets for data reporting, analysis, and manipulation.
• Familiarity with common customer support platforms (e.g., Zendesk) and communication tools (e.g., Slack), as well as experience with telephony systems used in contact centers.
• Strong analytical capabilities, with the ability to interpret and work with large datasets to identify performance trends, anomalies, and areas for improvement.
• Exceptional attention to detail, even when operating under pressure or in rapidly evolving situations.
• Excellent organizational and time management skills, with a proven ability to manage multiple competing priorities and pivot quickly in response to changing demands.

🏖️ Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health insurance and wellness programs.
• Generous paid time off and holiday policy.
• Opportunities for professional development and career advancement within a growing global company.
• Relocation assistance for candidates moving from outside Spain.
• A vibrant and inclusive company culture that values diversity and employee well-being.

Skills & Technologies

Onsite

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Perk.com Inc.

Visit Website

About Perk.com Inc.

Perk.com Inc. operates a cloud-based employee rewards and recognition platform that lets employers allocate points redeemable for merchandise, gift cards and experiences. The SaaS product integrates with HRIS and collaboration tools to automate milestone and peer-to-peer awards, provide analytics on engagement, and manage global tax-compliant fulfillment. Founded in 2010 and headquartered in Austin, Texas, the company serves mid-market to Fortune 500 clients seeking to reduce turnover and reinforce culture through real-time recognition programs.

View Company Profile