Guardian Life

Intraday Analyst

Guardian Life

full-time

Posted on:

Location Type: Remote

Location: Pennsylvania • United States

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Salary

💰 $41,880 - $62,820 per year

About the role

  • Monitor live volumes, staffing levels, adherence, and SLA performance across all key channels and queues (phone, back office, digital, etc)
  • Take proactive action when SLAs are at risk — including re-skilling, priority adjustments, escalation protocols, and stakeholder engagement
  • Provide timely and clear updates to operations leaders when performance risks arise
  • Recommend or initiate short-term moves to stabilize service.
  • Adjust workflow allocations to ensure the highest-priority items are addressed within target timeframes
  • Monitor schedule adherence and unplanned shrinkage.
  • Partner with team leads to ensure coverage is aligned to forecasted need
  • Generate and share daily performance reports, trend summaries, and insights
  • Assist with scheduling of on and off phone events, PTO, and identifying coverage gap identification to maintain intraday balance
  • Leverage WFM platforms (e.g., Verint, NICE, Genesys, or similar), Excel dashboards, and reporting tools to drive real-time decisions.

Requirements

  • 2+ years of experience in workforce management, contact center operations, or real-time queue monitoring
  • Foundational understanding and proficiency with Excel (formulas, conditional formatting, pivot tables, etc)
  • Excellent verbal and written communication skills
  • Detail-oriented with a high level of ownership and urgency
  • Experience in a contact center environment
  • Understanding of Service Level and ASA, levers that impact it, and how to prioritize accordingly
  • Reporting and data insights, and the ability to communicate those insights
  • Ability to work both independently and collaboratively in a fast-paced environment
  • Familiarity with WFM tools (Genesys, Verint preferred) and ticketing systems.
Benefits
  • annual, sales, or other incentive compensation
  • skill-building
  • leadership development
  • philanthropic opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
workforce managementreal-time queue monitoringExcelreportingdata insightsschedule adherenceSLA performancetrend analysisperformance reportingcoverage gap identification
Soft Skills
verbal communicationwritten communicationdetail-orientedownershipurgencycollaborationindependencestakeholder engagementproactive actionadaptability