Workforce Management Analyst I – Real Time Analyst

This is a fully remote position, open to applicants in Nevada, +4 more states.

📋 Description

• Oversee real-time call volume demands and adjust workforce as necessary

• Ensure peak service levels within the call center and optimize utilization

• Track call volume and average speed of answer (ASA) in real time

• Modify schedules to uphold consistent service levels

• Respond to fluctuations in call volume to swiftly restore service levels

• Organize activities based on projected call patterns

• Plan off-phone tasks during periods of lower call volume forecasts

• Manage and modify call routing during atypical call patterns

• Refresh schedules so that the WFM system reflects statistical staffing needs based on current staffing availability

• Revise schedules to account for breaks, paid time off, tardiness, and other staffing adjustments

⛳️ Requirements

• High School diploma and a minimum of 2 years of experience in call center operations; or a combination of education and experience that would provide an equivalent background

• Preferred experience in real-time management within a centralized call center environment

• Strongly preferred prior experience with MS Excel, Tableau, and Coding Database (DBA)

• Strongly preferred knowledge of Genesys Cloud and/or NICE IEX

• Availability to work Monday–Friday, from 12:30 PM to 9:00 PM EST

• Some holiday hours may be required based on business needs

• Candidates should reside within a reasonable commuting distance from the job location(s), unless accommodations are granted as mandated by law

🏝️ Benefits

• Comprehensive benefits package

• Incentive and recognition programs

• Equity stock purchase options

• 401(k) contributions and matching

• Opportunities for merit increases

• Paid holidays

• Paid Time Off

• Incentive bonus programs

• Medical benefits

• Dental benefits

• Vision benefits

• Short-term disability benefits

• Long-term disability benefits

• Stock purchase plan

• Life insurance

• Wellness programs

• Financial education resources