CES Real Time Specialist

Requisition Number: 26557

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Applications for this position will be accepted until 9/5/25.

Posting WFM Real Time Specialist Location:

Rocklin, CA; Charlotte, NC or Cleveland, OH (Hybrid)

Work Schedule:

Hybrid - 3 days in office, 2 days remote

Hours: 11:30 AM - 8:00 PM Eastern, Monday - Friday + 1 Saturday per month (subject to change based on business needs)

About The Role

Are you passionate about data-driven decision making and ensuring exceptional customer experiences? We're seeking a Real Time Specialist to join our dynamic CES Support Center team. In this critical role, you'll be the eyes and ears of our contact center operations, monitoring live performance metrics and taking proactive action to maintain service excellence.

What You'll Do

As our Real Time Specialist, you'll be at the heart of our contact center operations:

Real-Time Operations Management

- Monitor inbound contact traffic patterns and make split-second decisions to optimize resource allocation

- Analyze performance metrics in real-time to ensure we meet and exceed service level goals

- Collaborate with Workforce Management Analysts to address emerging trends and maintain operational efficiency

Schedule Optimization

- Create and maintain dynamic agent schedules that balance business needs with employee preferences

- Manage schedule exceptions and time-off requests while maintaining optimal coverage

- Coordinate off-phone activities to ensure continuous service delivery

Data Analysis & Reporting

- Generate actionable insights through performance reports on volumes, service levels, and key business metrics

- Identify trends and patterns to support proactive decision-making

- Communicate critical updates to leadership regarding staffing needs and system performance

Must-Have Qualifications

- High school diploma or GED

- 2+ years of workforce management experience in a contact center environment

- Strong proficiency with workforce management software (Calabrio preferred) and analytical tools, including Microsoft Excel

- Exceptional ability to multitask and prioritize in a fast-paced environment

Key Competencies

- Analytical Mindset: You love diving into data and can quickly identify patterns and anomalies

- Communication Excellence: You can clearly convey complex information to diverse audiences

- Problem-Solving: You thrive under pressure and can make sound decisions quickly

- Team Player: You collaborate effectively with frontline staff and leadership alike

Why Join Us?

- Hybrid Flexibility: Enjoy the best of both worlds with 3 days in our Rocklin, Charlotte, or Cleveland office and 2 days working from home

- Collaborative Culture: Build meaningful connections with in-person collaboration while maintaining work-life balance

- Impact: Your decisions directly influence customer satisfaction and team success

- Growth: Develop expertise in workforce optimization and analytics

Working Environment

- Modern contact center environment with state-of-the-art technology

- Minimal travel required

- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The ability to use computer and telephony systems, visual, audio, and manual dexterity capabilities are essential to the work.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

This position will be posted until 9/5/25.

The hourly pay for this position ranges from $22 to $25 depending on circumstances including an applicant's skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.

This is the Company’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting. The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.