Workforce Management Real-Time Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee queues, volumes, handling times, agent statuses, occupancy rates, backlogs, service levels, and other real-time performance metrics.

• Supervise schedule compliance, staffing levels, unplanned absences, system issues, volume variations, and other factors affecting service quality.

• Implement approved intraday workforce strategies, such as overtime, voluntary time off, unpaid time off, queue support, break adjustments, and scheduling modifications.

• Evaluate real-time staffing against demand and escalate any risks related to service levels or capacity.

• Convey risks, actions, and potential impacts to supervisors, Operations leaders, Workforce Management partners, and global delivery teams.

• Address operational incidents utilizing playbooks, escalation protocols, and documentation standards.

• Collaborate with Scheduling, Capacity Planning, Reporting, Training, Quality, and Technology teams.

• Detect trends and contribute to process enhancements.

• Utilize Verint, ACD dashboards, adherence tools, Excel, and operational reporting to aid workforce decisions.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and experience.

• A minimum of 1 year of experience in workforce management, real-time adherence, contact center operations, operational planning, reporting, analytics, or related customer experience operations.

• Background in supporting real-time adherence, intraday workforce management, queue monitoring, or staffing activities.

• Experience in monitoring service levels, staffing, adherence, volumes, or other real-time operational performance indicators.

• Familiarity with multi-site, omnichannel, back-office, healthcare, insurance, BPO, or comparable service environments is preferred.

• Proficient in Verint, ACD dashboards, adherence tools, Microsoft Excel, and operational reporting.

• Experience with NICE is advantageous.

• Excellent analytical, critical-thinking, problem-solving, and decision-making skills.

• Strong written and verbal communication abilities.

• Experience collaborating with U.S. and global delivery teams or in cross-functional operational settings is preferred.

🏝️ Benefits

• Flexible vacation policy.

• 401(k) employer match.

• Comprehensive health benefits.

• Educational assistance.

• Leadership development academies.

• Technical development academies.

• Work flexibility.

• Opportunities for learning and career development.