Real Time Specialist

About the role
The Real-Time Specialist (RTS) plays a vital and high-impact role within the Workforce Management (WFM) team, serving as a key driver of operational excellence across Customer Care. This role ensures that service levels are met by continuously monitoring performance, proactively managing staffing across multiple HUBs, and facilitating real-time decisions to support business continuity.
Reporting directly to the Real-Time Team Leader, the RTS acts as a central link between frontline operations and strategic performance goals. You’ll work closely with stakeholders across teams and regions, analyzing staffing data, coordinating live channel flows, and responding to changes in real time.

This is a unique opportunity to join a high-visibility function and help shape the day-to-day efficiency of our global support organization. You will contribute to cross-HUB collaboration, ensure consistency in real-time operations, and be instrumental in driving best practices that directly impact the customer experience.

What you will do

• Monitor live performance across all support channels to ensure service level (SLA), AHT, and occupancy targets are met in real time.
• Share regular intraday and daily performance updates with key insights highlighting risks to KPIs and recommending immediate actions.
• Manage real-time adjustments to schedules, handle same-day absences, and respond to operational needs as they arise.
• Optimize use of scheduled activities (breaks, meetings, coaching, etc.) to maximize productivity without impacting coverage.
• Keep open, consistent communication with Team Leads, Managers, and fellow RTAs across HUBs to ensure alignment throughout the day.
• Support the planning and scheduling of coaching, training, meetings, and events balancing business priorities and coverage requirements.
• Analyze trends in staffing and volume, and support decision-making by offering actionable recommendations to improve efficiency and service delivery.
• Respond quickly to escalations and urgent requests via Slack, Zendesk, or in person ensuring visibility and timely follow-up.
• Deliver concise updates during syncs and stakeholder meetings, including performance summaries and incident reports.
• Partner with WFM and Ops teams on administrative tasks like onboarding support, attendance tracking, and leave management.
• Support execution of real-time contingency actions (e.g. volume spikes, disruptions) using documented playbooks and triggers.
• Facilitate or contribute to quick huddles or syncs to align on intraday action plans when service is at risk.
• Confidently communicate real-time performance data and trends to stakeholders and leadership to support visibility and informed decisions.

What we're looking for

• Experience in Real Time workforce management.
• Experience working in a fast-paced, multi-channel contact center environment (tickets, chat, calls).
• Comfortable navigating and using tools like Excel or Google Sheets for reporting and analysis.
• Familiarity with customer support platforms (e.g. Zendesk, Slack) and telephony systems.
• Ability to interpret and work with large data sets to identify trends and performance gaps.
• Strong attention to detail even under pressure or in rapidly changing situations.
• Excellent organizational skills, with the ability to manage multiple priorities and pivot quickly when needed.

Plus nice to have

• Prior experience in a data-focused or analysis-driven role (real-time, reporting, or performance insights).
• Experience using Workforce Management tools such as Calabrio for scheduling, monitoring, and reporting.

 

Please note: in this role you will work a shift pattern similar to the Customer Care agents.  Working 39.5 hrs a week between 8am-10:30pm including a weekend shift rotation.

 

Our Benefits

💰 Competitive compensation, including equity in the company;

🌴 Generous vacation days so you can rest and recharge;

💊 Health perks such as private healthcare or gym allowance, depending on location;

🧩 "Flexible compensation plan" to help you diversify and increase the net salary;

🥳 Unforgettable TravelPerk events, including travel to one of our hubs;

💙 A mental health support tool for your well-being;

📈 Exponential growth opportunities;

🫶 VolunteerPerk - We offer 16 paid hours per year that you can use to give back to society by volunteering for a charity of your choice;

🌎 "Work from anywhere" in the world allowance of 20 working days per year;

📚 IRL English or Spanish Lessons are held in the Barcelona office;

👶 Parental leave: 12 to 16 weeks, based on location and eligibility factors.