WFM Real Time Analyst

Alight Solutions

Alight workforce analyst managing real-time schedules, forecasts, and call-center service levels. Monitoring intraday operations, appointments, PTO, skills, and routing for clients.

Posted 8/13/2026contractRemote • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $45,760 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical skills in workforce management, including forecasting, scheduling, and performance monitoring. Proficient in utilizing CRM platforms and Excel to optimize call center operations and meet service-level goals.

Highest-signal resume keywords

Workforce ManagementStatistical AnalysisCall Center Operations ManagementStaffing ForecastingScheduling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Math AptitudeIntermediate Excel SkillsCRM PlatformsForecastingSchedulingService Level UnderstandingHandle Time AnalysisSkill RoutingAd Hoc ReportingIntraday Monitoring

Soft Skills

CommunicationAccountability

Tools & Technologies

Microsoft CRMIEXOutlookLync

Industry Keywords

Call CenterInboundOutboundService LevelsAdherenceShrinkage

About the role

Key responsibilities & impact

Communicate ongoingly with team members and Operations Managers to complete workforce tasks
Add training, meetings, and appointments to schedules and update skills
Produce and be accountable for daily, weekly, and monthly forecasts for call volume, AHT, and shrinkage
Support real-time monitoring of appointments and ensure appointments are not late or missed
Monitor intraday delivery for all clients and recommend actions for inbound and outbound activity
Process PTO and early leave requests in Microsoft CRM and IEX
Level and smooth appointments for agents
Support ad hoc reporting within the CRM platform
Oversee skill routing through skill audits and optimization
Monitor and recommend actions to help teams meet service-level goals

Requirements

What you’ll need

Strong math aptitude
Strong computer skills, including Outlook, Lync, and CRM platforms
Intermediate Excel skills
Experience working in an inbound or outbound call center
Preferred: 1 to 2 years’ experience as a call center workforce analyst
Preferred: Strong workforce management and statistical background
Preferred: Call center operations management experience
Preferred: Staffing forecasting experience
Preferred: Scheduling experience
Preferred: Understanding of service levels, adherence, handle time, smoothing, and phone routing
Preferred: Strong working knowledge of operations and operational measures
Must have work authorization in the United States that does not now or in the future require visa sponsorship
Must successfully complete applicable background checks

Benefits

Comp & perks

Health, dental and vision coverages starting Day One
Wellbeing programs
Retirement plans with contribution matching
Generous time off
Parental leave
Continuing education
Career growth opportunities
Flexible working arrangements wherever possible
Competitive total rewards package
Bonus and/or incentive eligibility determined by role and level
Reasonable accommodations for the hiring process