Workforce Management Real Time Analyst

Procore

full-time

Posted on: 4/15/2026

Location Type: Remote

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💰 $47,923 - $65,894 per year

About the role

Monitor real-time contact volume and performance in a multi-skill, fast-paced contact center environment.
Analyze forecasts, schedules, and live data to ensure service levels and production goals are met.
Utilize Workforce Management tools and historical trends to manage intra-day staffing levels.
Recommend and implement real-time staffing adjustments based on changing business needs.
Manage schedule exceptions, including time-off requests and shift changes for contact center agents.
Assess staffing availability for training, projects, and other business initiatives.
Develop and maintain reports to support operational insights and decision-making.
Support ad-hoc analysis and special projects as needed.

High school diploma or equivalent (GED) required.
1–2 years of Workforce Management or contact center operations experience preferred.
Strong quantitative, analytical, and problem-solving skills.
Experience with Workforce Management tools such as Calabrio (forecasting, scheduling, adherence) preferred.
Familiarity with platforms like Amazon Connect and Salesforce Omni Supervisor preferred.
Intermediate proficiency in Microsoft Excel.
Ability to proactively identify issues and recommend effective solutions.
Strong communication skills with the ability to collaborate across all levels of the organization.
Ability to make decisions under pressure in a fast-paced environment.

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

Workforce Managementforecastingschedulingadherencequantitative analysisanalytical skillsproblem-solvingMicrosoft Excel

Soft Skills

communication skillscollaborationdecision-makingproactive issue identificationability to work under pressure

Certifications

high school diplomaGED