LoadUp

Real-Time Operations Specialist

LoadUp

full-time

Posted on:

Location Type: Hybrid

Location: Corporate Headquarters • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $20 - $22 per hour

About the role

  • 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.

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.).
  • 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.
Benefits
  • Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage.
  • Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts.
  • Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.
  • 401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.
  • Employee Recognition Program – Get rewarded and celebrated for your contributions.
  • Monthly Lifestyle Stipends – Support for the essentials or extras designed to enhance your everyday experience.
  • Referral Rewards Program – Help us build a high-performing team and get rewarded.
  • Growth with Purpose – We’re a scaling company where career paths evolve.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementcall center metricsdata-driven decision makingschedule adherence trackingoccupancy trackingutilization trackingperformance reportingbreak managementshift changesagent reassignments
Soft Skills
coordinationcommunicationproactive problem solvingcollaborationleadership supportadaptabilitytime managementattention to detailorganizational skillsquick decision making