Workforce Management Real Time Specialist

Our Commitment to You

At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it.

All official communication from Consumer Cellular will come from a @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at [email protected].

Job Summary

The position of WFM Real Time Specialist is responsible for real-time intraday management of Consumer Cellular call center employees and call queues. You will help ensure smooth operations throughout each day and react promptly any unexpected outages or events. Duties include but aren’t limited to:

Essential Duties and Responsibilities

• Make Real-Time decisions to ensure that the site operations are in line with established service level goals.

• Live monitoring of service queues for long calls, excessive aux time, etc.

• Utilize call center tools to observe agents actual state compared to agents scheduled state and provide recommendations / take actions based on those observations.

• Produce real-time reports and alerts throughout the day detailing service level and other key performance indicators.

• Utilize trend analysis to make recommendations for improvements to service level and other key performance indicators.

• Make changes to employee skilling to help meet service level goals.

• Adhere to attendance and punctuality standards as set forth in the employee handbook.

• Be objective, maintain confidentiality and partner across departments to meet and exceed our department objectives.

• Additional duties and tasks assigned as needed.

Abilities Required

• Ability to prioritize assigned tasks.

• Proven strong interpersonal and communication skills with the ability to communicate effectively to all levels of staff in all departments.

• Advanced proficiency in Microsoft Excel.

• Able to work weekends and change schedule occasionally.

• Be able to multitask between Lead, CMS and WFM software.

• 6 months experience in Workforce Management preferred.

About Consumer Cellular

Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50 . An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI) . Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through our company-owned neighborhood stores, online at ConsumerCellular.com , by telephone at (888) 345-5509, and at leading retailers including Walmart. Connect with Consumer Cellular on Facebook , Instagram , and Youtube . for tutorials, features, applications, and company news.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

• Minimum Salary: $52,500

• Maximum Salary: $68,250

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

• Competitive base pay with potential for shift differential, overtime and bonus pay

• Medical insurance (98% company-paid for full-time employee only coverage)

• Dental and Vision insurance (100% company-paid for full-time employee only coverage)

• 401(k) company match of 100% up to 6% of your pay

• Discounted Consumer Cellular wireless phone plan for employees

• Paid Time Off (PTO) available following a 30-day waiting period

• • 6 company-paid holidays plus 16 hours of floating holiday accrual per year

• Flexible Spending Accounts (FSA) for health care and dependent care expenses

• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)

• Long-Term Disability insurance (100% company-paid)

• Employee Assistance Program (100% company-paid)

• Education reimbursement

• Employee rewards program

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• Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions._

Pre-employment background check and drug screen is required.

Primary Location: United States-Arizona-Tempe 7410 South Roosevelt Street 7410 South Roosevelt Street Tempe 85283

Other Locations: United States-Arizona-Scottsdale, United States-Arizona-Phoenix

Job: Business Support Services

Travel: No

Schedule: Full-time

Req ID: 260637