Workforce Real Time Analyst

Billy Goat Group

Workforce Real-Time Analyst monitoring agent performance metrics and staffing needs for GOAT. Collaborating across departments to enhance customer service effectiveness.

Posted 4/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $18 - $27 per hourWebsite

About the role

Key responsibilities & impact

Conduct real-time analysis of agent occupancy and schedule adherence to ensure optimal performance.
Analyze staffing levels, scheduling gaps, and overall staffing performance while following customer service standards to maximize labor efficiency.
Manage intra-day workforce performance and monitor shrinkage trends to identify areas for improvement.
Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness.
Maintain an agent master file with updated staffing, attrition, and departmental changes, ensuring effective communication of any outlying agent performance in real-time.
Remain flexible to take on additional assignments as needed.

Requirements

What you’ll need

Experience with Workforce Management (WFM) in a multi-channel environment.
Proficient in WFM and scheduling software such as Verint, Aspect, Assembled, Nice.
Strong skills in Microsoft Excel or Google Sheets.
Excellent interpersonal and communication abilities.
Strong analytical and problem-solving skills.
Highly organized, capable of managing competing priorities.
Ambitious and consistent, with a comfortability in diverse and challenging situations.

Benefits

Comp & perks

401K
paid time off
dental
medical
vision
disability
life insurance options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Workforce Managementschedulingdata analysisstaffing performance analysisoccupancy analysisshrinkage trend monitoringreportingMicrosoft ExcelGoogle Sheetsproblem-solving

Soft Skills

interpersonal skillscommunication abilitiesanalytical skillsorganizational skillsflexibilitytime managementambitionadaptabilityprioritizationconsistency