Job Description
Note: The job is a remote job and is open to candidates in USA. Procore Technologies is seeking a Workforce Management Real Time Analyst to join their Customer Support Operations team. In this role, you will help manage call center performance by leveraging forecasts, schedules, and real-time data to ensure service levels are met, optimizing staffing and driving operational efficiency. Responsibilities Monitor real-time contact volume and performance in a multi-skill, fast-paced contact center environment Analyze forecasts, schedules, and live data to ensure service levels and production goals are met Utilize Workforce Management tools and historical trends to manage intra-day staffing levels Recommend and implement real-time staffing adjustments based on changing business needs Manage schedule exceptions, including time-off requests and shift changes for contact center agents Assess staffing availability for training, projects, and other business initiatives Develop and maintain reports to support operational insights and decision-making Support ad-hoc analysis and special projects as needed Skills High school diploma or equivalent (GED) required Strong quantitative, analytical, and problem-solving skills Intermediate proficiency in Microsoft Excel Ability to proactively identify issues and recommend effective solutions Strong communication skills with the ability to collaborate across all levels of the organization Ability to make decisions under pressure in a fast-paced environment 1–2 years of Workforce Management or contact center operations experience preferred Experience with Workforce Management tools such as Calabrio (forecasting, scheduling, adherence) preferred Familiarity with platforms like Amazon Connect and Salesforce Omni Supervisor preferred Benefits Equity Compensation Bonus Incentive Compensation Company Overview Procore Technologies, Inc. (NYSE: PCOR) is a leading technology partner for every stage of construction. It was founded in 2002, and is headquartered in Carpinteria, California, USA, with a workforce of 1001-5000 employees. Its website is