Workforce Real-Time Associate

Job description

Thank you for considering Progyny! The Workforce Real-Time Associate (RTA) plays a critical role within Progyny Operations, serving as the operational command center for the contact center. This role is responsible for monitoring real-time performance and taking immediate, data-driven actions to ensure service level agreements, response times, and operational efficiency targets are consistently met. The RTA partners closely with Workforce Planning, Operations Leadership, Supervisors, and Agents to proactively manage intraday staffing, mitigate performance risks, and respond to fluctuations in contact volume—all while maintaining an exceptional customer experience across all channels. What y ou’ll d o... Monitor real-time contact center KPIs, including Service Level, ASA, AHT, Call Volume, Queue Depth, Occupancy, and Abandonment Rate Track intraday performance across inbound, outbound, and digital channels Analyze real-time trends to anticipate performance risks and staffing needs throughout the shift Execute intraday staffing adjustments to balance staffing capacity and service level performance Reassign agents across queues or channels in response to volume fluctuations Manage que...