Workforce Management Analyst

This is a remote position.

Role: Workforce Management Analyst

Location: Remote

Contract

Job Description:

Responsibilities

· Monitor and manage real-time call center performance , including call volumes, AHT, staffing levels, and service levels across all queues to ensure targets are met.

· Analyze intraday trends in call arrival patterns, handle times, and agent availability to make proactive adjustments and maintain operational efficiency.

· Adjust routing strategies and skill assignments in real time to balance workload and optimize service delivery across channels and queues.

· Track and report key intraday metrics , including service level, occupancy, shrinkage, and adherence, providing timely updates and insights to leadership.

· Identify and escalate deviations from forecast or schedule, recommending immediate actions to mitigate service impacts.

· Monitor agent schedule adherence and productivity , promptly communicating non-adherence and performance concerns to team leaders.

· Coordinate with operations and support teams to plan and manage offline activities (training, meetings, coaching) without compromising service level goals.

· Maintain accurate schedule data by entering exceptions, managing schedule changes, and responding to ad hoc scheduling requests.

· Perform intraday analysis and root-cause evaluation for service level misses, system issues, or unexpected volume fluctuations.

· Collaborate with WFM forecasting and scheduling teams to provide feedback on intraday performance trends and future planning assumptions.

· Communicate actionable recommendations to operations leaders to drive continuous improvement in queue management and staffing optimization.

· Assist in developing and refining real-time procedures , tools, and reporting dashboards to enhance visibility and decision-making.

· Participate in post-day reviews and planning sessions to identify improvement opportunities for future intraday management.

Perform other related duties as assigned , supporting the WFM team’s mission to deliver optimal customer and employee experiences

Requirements

Experience and Qualifications – Workforce Management Real-Time Analyst

·3+ years of contact center experience in a Workforce Management (WFM)-driven environment, with a strong understanding of real-time operations and service delivery.

· Hands-on experience with Workforce Management tools such as Verint, Aspect, Calabrio, or Zoom WFM.

· Proficiency with telephony platforms such as Five9, Genesys, NiCE, TalkDesk, or Zoom Contact Center.

· Excellent communication and interpersonal skills , with the ability to collaborate effectively across teams and influence positive outcomes.

· Strong analytical and mathematical aptitude , with the ability to interpret data and translate insights into actionable recommendations.

· Demonstrated problem-solving and troubleshooting skills , especially in fast-paced, dynamic environments.

· Highly organized and detail-oriented , with strong time management and multitasking abilities.

· Team-oriented mindset with a proven ability to work collaboratively toward shared goals, supporting peers and leaders as needed.

· Flexible and adaptable , able to adjust quickly to changing business priorities, intraday conditions, and system or staffing challenges.

· Positive, can-do attitude , with a strong desire to contribute, learn, and help others succeed.

· Thrives under pressure , maintaining focus and professionalism while meeting deadlines and service objectives.

· Commitment to continuous improvement , embracing feedback and new processes to enhance efficiency and service quality.

Benefits

Job Description:

Note: This individual selected will be required to work 12:00 pm to 9:00 pm ET Monday through Friday and 9:00 am to 5:00 pm on Saturdays. The schedule will include Sundays off as well as one day off during the week, either Tuesday, Wednesday or Thursday.