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Real Time Workforce Consultant

Company: PSCU Financial Services
Location: Saint Petersburg
Posted on: June 6, 2021

Job Description:

Join the people helping people.

For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first.

If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you're empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. "Our Momentum. Your Moment."

This application is the first step in seizing your moment.

Basic Function

The basic function of this position is to coordinate current day Operations Division staffing to improve efficiency and productivity while supporting outbound services and new services as they develop.

Essential Functions & Responsibilities

  • Ability to demonstrate strong analytical and quantitative skills.
  • Ability to manage multiple projects, work in a fast-paced environment and meet deadlines.
  • Ability to utilize personal computer, telephone, facsimile, copier, calculator and other general office equipment.
  • Ability to exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel.
  • Ability to communicate effectively in both verbal and written formats with individuals or groups.
  • Flexibility with schedule as business needs demand.
  • Allocate agent resources to ensure service level standards are achieved using various call management applications.
  • Identify and coordinate phone/non-phone activities such as lack of work (LOW), overtime, meetings, training, and special projects. Monitor Contact Center schedule adherence.
  • Maintain communication with team Forecaster and Scheduler regarding intraday performance needs and changes.
  • Relay accurate technical interruption/outage information to appropriate support departments and escalation to management.
  • Recognize and react to drastic changes in call volume trends.
  • Supply recommendations to management as to short-term staffing needs as a result of adherence and absenteeism issues.
  • Supply management with timely and accurate service level reporting.
  • Accumulate, manage and present information pertaining to the Operations Division while using the appropriate hardware/software. Maintains and analyzes daily, weekly, and monthly reports.
  • Ensure maximum efficiency and fulfill staffing requirements by utilizing scheduling software.
  • Analyze and report agent trends in performance information to supervisors and management.
  • Perform other duties as assigned.

Physical Demands

  • While performing the duties of this Job, the employee is occasionally required to talk, hear, handle, feel and sit.
  • Specific vision abilities required by this job include close vision.
  • Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Supervisory Responsibility

  • None

Position Specifications


  • Associate's Degree in related field or equivalent combination of education and experience required.


  • Minimum two (2) years' experience in a call center environment required.
  • Minimum (2) years' experience working with Workforce Management concepts preferred.
  • Contact Center Real-Time Management experience preferred.

All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

PSCU is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status or membership in any other group protected by federal, state or local law.

PSCU is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. PSCU will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

For positions based out of our Phoenix, Arizona location, PSCU is an E-Verify Employer. Please click here for the E-Verify Poster in English or Spanish. For information regarding your Right To Work, please click here for English or Spanish.

As an ongoing commitment to reasonably accommodate individuals with disabilities, PSCU has established alternative methods to complete the application process. Disabled applicants needing assistance are encouraged to submit resumes via our careers page submission button If further assistance is required.

Keywords: PSCU Financial Services, St. Petersburg , Real Time Workforce Consultant, Other , Saint Petersburg, Florida

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