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Workforce Management RTA Specialist

Job ID:5141BR
Location:Pleasant Prairie, Wisconsin

Workforce Management RTA Specialist
Kenosha Branch
12355 Uline Way, Kenosha, WI 53144

The Workforce Management RTA Specialist is responsible for assisting in the daily efforts to provide a superior customer experience by effectively performing real-time analysis and historical reporting to optimize utilization of customer support agents in a multi-location contact center.

Better together than apart. This position is on-site, and we are looking for good people who share our passion.

Uline is proud to operate as a drug-free workplace. All new hires must complete a pre-employment hair follicle drug screening.

Hours: Monday - Friday, 2:30 PM to 10 PM (Some weekends and holidays are required).

Position Responsibilities
  • Maximize schedules for efficient use of resources to achieve service level goals.
  • Initiate schedule adjustments based on real-time monitoring of inbound queues for variances to forecasts with respect to volume, handle times and schedule compliance.
  • Process real-time schedule requests.
  • Review and approve agent time off and schedule change requests.
  • Maintain the overtime (OT) scheduling process.
  • Develop, analyze, and deliver WFM and Contact Center reports.
  • Provide daily/intra-day performance reports to Leadership.

Minimum Requirements
  • High school diploma or equivalent. Bachelor’s degree preferred.
  • 2+ years customer service and workforce management experience using WFM software.
  • NICE WFM (IEX) scheduling system experience preferred.
  • 2+ years Microsoft Excel experience with advanced knowledge of formula definitions along with data analysis experience capturing, storing and reporting historical statistics.
  • Must be able to multi-task and demonstrate strong organizational skills.
  • Attention to detail and accuracy.
  • Desire to participate in an active, fast-paced, hands-on work environment.

  • Complete insurance coverage that includes medical, dental, vision and life insurance, Flexible Spending Accounts and wellness programs.
  • 401(k) with 5% employer match.
  • Paid holidays and generous paid time off.
  • Bonus programs that include annual performance, sales goals and profit sharing.
  • Scholarship program for children of employees.

Employee Perks
  • On-site café and outdoor patio.
  • First-class fitness center.
  • Beautifully maintained walking trails.
  • Free chair massages.
  • Numerous employee appreciation events throughout the year.
  • Opportunities for community involvement.

About Uline

Uline is North America's leading distributor of shipping, industrial and packaging materials. We're a family-owned company known for incredible service, our 800+ page catalog of over 38,500 quality products and same-day shipping of our huge in-stock inventory. With over 7,000 employees across 12 locations, it's time you joined Uline.

Uline provides the essential supplies needed to keep organizations operational and productive. To protect the health and safety of our employees, we have modified our normal operating policies in response to COVID-19.

Each resume submitted gets individually reviewed by our team and retained for 24 months in case a great opportunity opens for you to join our Uline family.

EEO/AA Employer/Vet/Disabled


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Uline challenges you to be your best. It pushes the limits of your potential and provides you with the tools you need to succeed, making it a great place to build your career.