Location: Buchanan,VA, USA
Title: Real Time Adherence Specialist
State Role Title: Policy and Planning Specialist I / 19131
Hiring Range: $42,905 - $48,648 annually
Pay Band:
Agency: Virginia Employment Commission
Location: VANSANT CCC
Agency Website:
Recruitment Type: General Public - G
Job Duties
Working in a fast-paced Customer Contact Center (CCC), serves as a team member that ensures effective oversight, real time monitoring adherence, and data integrity of statistical information related to agent, team, and CCC performance; call volume forecasting; staffing requirements; and scheduling.
Monitors agent schedules in real time, updates schedule exceptions and changes, analyzes and reports CCC and agent behavior trends, monitors overall performance, and provides real time direction and recommendations to the management team on the CCC floor.
Monitors real time adherence to identify issues associated with call volume, staffing deficiencies and/or overages, and performance issues (e.g., agent, teams and CCC) related to adherence to schedules, appropriate use of required phone status selection, and policies and procedures.
Provides feedback to supervisor on scheduling and adherence concerns; opportunities for increased efficiencies across CCCs; and trends.
Prepares and analyzes reports and documents and submits findings.
Provides real time schedule adjustment support to CCC management based on arrival patterns, volume data and other group inputs for staffing movements.
Provides best scheduling for staff to ensure efficient call answering based on system data.
Minimum Qualifications
Knowledge of call center fundamentals and operations; workforce management processes, concepts and principles; and research and data collection and analysis techniques.
Strong mathematical, analytical, oral and written communication, decision making, time management, organizational and computer skills.
Demonstrated ability to collect, analyze and report data within limited time frames; evaluate performance of others, communicate findings and recommend strategies to enhance performance; make determinations and prepare reports and narrative findings; apply and explain agency program standards and procedures; provide technical assistance and training; work independently and as a team member; respond to inquiries and resolve problems; collect and enter data into an automated system; sit for long periods of time while monitoring system activities; and work in a tightly scheduled call center environment.
Must successfully complete an FBI finger-print background investigation and state law enforcement background check, and subsequent reinvestigation(s) that must be conducted within 5 years from the date of the previous background investigation.
Additional Considerations
Education, training, and/or experience in public or business administration, risk management, or a related field.
Experience working in a call center.
Experience performing real time adherence, quality assurance, and/or scheduling services; using Workforce Management, Real Time, and/or comparable monitoring software.
Special Instructions
You will be provided a confirmation of receipt when your application and/or rsum is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.
Diversity and inclusivity are at the heart of what we do in Virginia, and the VEC is committed to upholding these values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities.
The Virginia Employment Commission Is an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.
The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation.
Applications for this position must be submitted electronically through this website. Mailed, emailed, faxed, or hand delivered applications and rsums will not be accepted.
Applications are not accepted after the recruitment closing date.
Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.
Consideration for an interview is based solely on the information within the application (and/or resume). You must ensure your application/resume includes the scope of your experience, knowledge, skills, and abilities as it relates to the position you are applying for. Information not stated will not be assumed.
This website will provide a confirmation of receipt when the application is submitted for consideration.
For the status of your application and this position, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.
Auxiliary Aids and Services are available upon request to individuals with disabilities.
Applicants needing accommodations should contact the Human Resource office for additional information.
The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.
NOTICE: VEC will record information from each new employee's Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.
Contact Information
Name: Human Resources / Recruitment
Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.
Email: ...@vec.virginia.gov for recruitment related questions. Emailed applications, resumes, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.
In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-###-####.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.