WFM Analyst Sr-Real Time

Overview

We're looking for a Real Time Analyst to join our Customer Service Operations team and help keep things running smoothly across all support channels. If you're sharp under pressure, comfortable making fast decisions, and have a solid grasp of workforce management in a contact center environment, we’d love to connect.

Responsibilities

What you’ll do: (5-7 most important tasks that define the role, capture the “day in the life”, supervisory responsibilities if applicable)

• Monitor and manage intraday performance of our contact center across all channels (voice, chat, email), ensuring alignment with staffing plans and service-level targets

• Execute real-time re-forecasting and apply countermeasures to optimize service levels and occupancy

• Partner with Customer Service leadership to communicate real-time impacts, deviations, and recommended actions

• Lead intraday communications — including bridges, performance synopses, and plans of action — to drive operational awareness and proactive interventions

• Oversee real-time responses to service-impacting events, such as system outages or unexpected staffing changes, coordinating with IT and relevant teams as needed

• Track and report real-time agent adherence, absenteeism, and no-call/no-shows, escalating per policy and contributing to coaching and accountability

• Participate in post-mortem analysis of performance issues and process breakdowns, identifying improvements for planning, forecasting, and execution

• Engage with Customer Service agents and supervisors in a professional, supportive, and consistent manner while monitoring behavior and providing guidance

Qualifications

• What we’re looking for: (Experience level, certifications, specific skill set/abilities)

  We’re seeking a detail-oriented, solution-driven Revenue Workforce Analyst to join our Customer Service Operations team. The ideal candidate thrives in dynamic environments, is quick on their feet with real-time decision-making, and has a solid foundation in contact center operations and workforce management. You’ll bring:

  • 1–2 years of experience in a contact center, preferably in a workforce or real-time analyst role

  • Hands-on experience with Workforce Management software (Verint preferred)

  • Strong understanding of real-time performance management, agent adherence, and occupancy vs. SLA tradeoffs

  • Familiarity with forecasting principles, performance indicators, and metrics (AHT, ASA, SLA, occupancy)

  • Ability to interpret descriptive, predictive, and prescriptive data to guide quick decision-making

  • Effective communication skills — written and verbal — across all organizational levels

  • Proven ability to collaborate with operations and service teams to align on goals and execution