Workforce Management Analyst
JobsPassport
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Monitor and manage real-time call center performance, including call volumes, AHT, staffing levels, and service levels across all queues to ensure targets are met.
- Analyze intraday trends in call arrival patterns, handle times, and agent availability to make proactive adjustments and maintain operational efficiency.
- Adjust routing strategies and skill assignments in real time to balance workload and optimize service delivery across channels and queues.
- Track and report key intraday metrics, including service level, occupancy, shrinkage, and adherence, providing timely updates and insights to leadership.
- Identify and escalate deviations from forecast or schedule, recommending immediate actions to mitigate service impacts.
- Monitor agent schedule adherence and productivity, promptly communicating non-adherence and performance concerns to team leaders.
- Coordinate with operations and support teams to plan and manage offline activities (training, meetings, coaching) without compromising service level goals.
- Maintain accurate schedule data by entering exceptions, managing schedule changes, and responding to ad hoc scheduling requests.
- Perform intraday analysis and root-cause evaluation for service level misses, system issues, or unexpected volume fluctuations.
- Collaborate with WFM forecasting and scheduling teams to provide feedback on intraday performance trends and future planning assumptions.
- Communicate actionable recommendations to operations leaders to drive continuous improvement in queue management and staffing optimization.
- Assist in developing and refining real-time procedures, tools, and reporting dashboards to enhance visibility and decision-making.
- Participate in post-day reviews and planning sessions to identify improvement opportunities for future intraday management. Perform other related duties as assigned, supporting the WFM team’s mission to deliver optimal customer and employee experiences.
Requirements
- 3+ years of contact center experience in a Workforce Management (WFM)-driven environment, with a strong understanding of real-time operations and service delivery.
- Hands-on experience with Workforce Management tools such as Verint, Aspect, Calabrio, or Zoom WFM.
- Proficiency with telephony platforms such as Five9, Genesys, NiCE, TalkDesk, or Zoom Contact Center.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence positive outcomes.
- Strong analytical and mathematical aptitude, with the ability to interpret data and translate insights into actionable recommendations.
- Demonstrated problem-solving and troubleshooting skills, especially in fast-paced, dynamic environments.
- Highly organized and detail-oriented, with strong time management and multitasking abilities.
- Team-oriented mindset with a proven ability to work collaboratively toward shared goals, supporting peers and leaders as needed.
- Flexible and adaptable, able to adjust quickly to changing business priorities, intraday conditions, and system or staffing challenges.
- Positive, can-do attitude, with a strong desire to contribute, learn, and help others succeed.
- Thrives under pressure, maintaining focus and professionalism while meeting deadlines and service objectives.
- Commitment to continuous improvement, embracing feedback and new processes to enhance efficiency and service quality.
Benefits
- JobsPassport is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
real-time operationsservice deliverydata analysisroot-cause evaluationschedule managementperformance metrics trackingworkload balancingintraday analysisproblem-solvingmathematical aptitude
Soft skills
communication skillsinterpersonal skillsanalytical skillsorganizational skillstime managementmultitaskingteam-orientedflexibilityadaptabilitycommitment to continuous improvement