Area Manager, People & Culture
Sage Hospitality Group
Cloud
Real-Time Analyst
Education at Work
full-time
Posted on:
Location Type: Office
Location: El Paso • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $18 - $21 per hour
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Monitor real-time call volume and agent activity using WFM Software (e.g. Aspect, Wallboard).
- Make intraday adjustments to staffing to ensure adequate coverage during fluctuation.
- Communicate with leaders to provide real-time updates and recommendations for improving service level.
- Generate and distribute daily, weekly and monthly reports on performance metrics such as service level and Adherence.
- Collaborate with scheduling team to optimize employee schedules based on forecasted volume and business requirements.
- Monitor and manage real-time contact center adherence and performance to meet service level goals and maintain optimal staffing.
- Seasonal assignment expected to end April 30, 2026 (or sooner depending on organizational needs).
Requirements
- High School diploma.
- Actively enrolled in a technical degree program (preferred).
- Experience with Cisco, Thin Client, and Cloud based programs preferred.
- Experience with Microsoft Windows Server/Desktop.
- Excellent customer service skills.
- Strong interpersonal and organizational skills.
- Ability to multi-task and prioritize effectively.
- Proficient in troubleshooting and problem resolution.
- 40 hours per week; some weekends required.
- Morning or evening shifts available.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
WFM Softwarereport generationtroubleshootingproblem resolutionMicrosoft Windows ServerMicrosoft Windows DesktopCiscoCloud based programs
Soft skills
customer serviceinterpersonal skillsorganizational skillsmulti-taskingprioritization
Certifications
High School diplomatechnical degree program
