Job Description
Job Summary:
The Workforce Management Real-Time Analyst supports day-to-day workforce operations for a medium-sized contact center within a regulated environment. This role focuses on real-time monitoring, intraday adjustments, reporting, and schedule adherence to ensure optimal resource utilization. The analyst partners closely with agents, supervisors, and leadership to maintain service levels and operational efficiency.
Key Responsibilities:
- Monitor real-time agent status, call volumes, and queue performance to ensure service level targets are met
- Communicate with agents regarding schedule adherence, real-time adjustments, and intraday changes
- Partner with supervisors to address agent availability, queue mitigation, and skill assignment changes
- Maintain and update agent schedules, meetings, callouts, and offline activities throughout the day
- Analyze call and staffing trends and provide actionable insights through reports and documentation
- Support workforce management processes including forecasting, scheduling, intraday management, shrinkage, and reporting
- Review schedule adherence issues and provide recommendations for continuous improvement
Required Qualifications:
- High school diploma or equivalent
- Workforce Management experience supporting contact center operations
- Experience with workforce management platforms such as Verint or NICE InContact
- Proficiency with Excel, Word, PowerPoint, and similar tools
- Strong data analysis skills with the ability to interpret trends and metrics
- Excellent written and verbal communication skills
- High attention to detail with strong documentation capabilities
Preferred Qualifications:
- Bachelor’s degree
- Experience in healthcare, pharmaceutical, or other highly regulated industries
- Prior experience in a Workforce Management Analyst or Real-Time Analyst role
- Contact center operations experience
- Experience creating training materials, process documentation, and reporting summaries
Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.
Pay Range: $30/hr to $34/hr
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