Contact Center Real-Time Specialist

Northwestern Mutual

Real-Time Specialist optimizing contact center resource planning and responding to real-time volume traffic. Managing intraday schedules and facilitating huddles to discuss results and resource allocation.

Posted 4/29/2026full-timeFranklin • Wisconsin • 🇺🇸 United StatesJuniorMid-Level💰 $49,040 - $73,560 per yearWebsite

About the role

Key responsibilities & impact

Responsible for the execution of real-time resource planning practices and processes
Manages intraday schedules that optimizes staff to meet customer demand
Monitors and responds to real-time contact center volume traffic for multiple lines of business
Consults with business leaders to reallocate resources throughout the day
Facilitates huddles to discuss prior day business results
Responsible for the accurate execution and delivery of regular Command Center reports

Requirements

What you’ll need

Bachelor's degree in business or related field or equivalency and/or equivalent work experience
Minimum of 2 years of workforce management experience required, preferably in intraday work
Excellent verbal and written communication and interpersonal skills
Strong analytical abilities in decision making and problem solving
Proficiency in Microsoft Office, including Excel, PowerPoint, and OneNote
Experience with Verint, Five9, Zendesk, Intradiem, and/or Slack a plus.

Benefits

Comp & perks

Competitive salary
Health insurance
Paid time off
Professional development opportunities
Flexible working hours

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementresource planninganalytical abilitiesdecision makingproblem solving

Soft Skills

verbal communicationwritten communicationinterpersonal skills

Certifications

Bachelor's degree