Real Time Specialist (Customer Care)

TL;DR

Real Time Specialist (Customer Care): Monitoring live performance across support channels and proactively managing staffing to meet service level targets with an accent on data analysis and real-time adjustments. Focus on optimizing resource allocation, ensuring cross-HUB collaboration, and driving best practices to improve customer experience.

Location: Must be based within commuting distance of hirify.global's hubs. Relocation assistance available from anywhere in the world.

Company

hirify.global is an intelligent platform for travel and spend management, automating travel bookings, expenses, and invoice processing.

What you will do

• Monitor live performance across all support channels to ensure service level (SLA), AHT, and occupancy targets are met in real time.
• Manage real-time adjustments to schedules, handle same-day absences, and respond to operational needs as they arise.
• Analyze trends in staffing and volume, and support decision-making by offering actionable recommendations to improve efficiency and service delivery.
• Communicate real-time performance data and trends to stakeholders and leadership to support visibility and informed decisions.
• Partner with WFM and Ops teams on administrative tasks like onboarding support, attendance tracking, and leave management.

Requirements

• Experience working in a fast-paced, multi-channel contact center environment (tickets, chat, calls).
• Comfortable navigating and using tools like Excel or Google Sheets for reporting and analysis.
• Familiarity with customer support platforms (e.g. Zendesk, Slack) and telephony systems.
• Ability to interpret and work with large data sets to identify trends and performance gaps.
• Strong attention to detail even under pressure or in rapidly changing situations.

Nice to have

• Prior experience in a data-focused or analysis-driven role (real-time, reporting, or performance insights).
• Experience using Workforce Management tools such as Calabrio for scheduling, monitoring, and reporting.

Culture & Benefits

• IRL-first approach to work, with the team working together in-person 3 days a week.
• English is the official language at the office.
• hirify.global is an equal opportunity employer.