CenterWell Senior Primary Care

WFM Real Time Analyst – Professional 1

CenterWell Senior Primary Care

full-time

Posted on:

Location Type: Remote

Location: Alaska • Arizona • United States

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Salary

💰 $48,900 - $66,200 per year

About the role

  • Monitor, analyze, and optimize intraday performance across all supported contact channels
  • Make real time adjustments and communicate operational impacts
  • Provide actionable insights to leadership to ensure service levels are met
  • Analyze intraday trends and staffing needs to support enterprise-level workforce planning
  • Operate with autonomy in prioritizing work and making informed decisions

Requirements

  • 1–2+ years of experience in Real‑Time Workforce Management
  • 1–2+ years of experience in a contact center operations or analytical role
  • Knowledge of call center KPIs (AHT, ASA, SL, shrinkage, adherence, occupancy, interval staffing)
  • Experience utilizing WFM tools such as Verint (preferred), NICE, Aspect
  • Proficient in real-time queue monitoring and Genesys telephony dashboards
  • Working knowledge of Excel and Google Sheets (pivot tables, VLOOKUP, formulas)
Benefits
  • Medical, dental and vision benefits
  • 401(k) retirement savings plan
  • Paid time off
  • Company and personal holidays
  • Volunteer time off
  • Paid parental and caregiver leave
  • Short-term and long-term disability
  • Life insurance
  • Many other opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Real-Time Workforce Managementcall center KPIsreal-time queue monitoringExcelGoogle Sheetspivot tablesVLOOKUPformulas
Soft Skills
analytical skillscommunicationautonomyprioritizationdecision making