WFM Time Analyst Professional

Become a part of our caring community and help us put health first

The Workforce Management (WFM) Real Time Analyst is responsible for monitoring, analyzing, and optimizing intraday performance across all supported contact channels. This role makes real time adjustments, communicates operational impacts, and provides actionable insights to leadership to ensure that service levels, staffing, and adherence goals are met. The RTA is detail oriented, analytical, and able to make fast, accurate decisions in a dynamic environment.

The Workforce Management Real Time Analyst (Professional
1) uses real‑time analytics to evaluate staffing levels and workforce performance, identifying risks and recommending solutions to meet service and operational goals. Analyze intraday trends and staffing needs to support enterprise‑level workforce planning and strategic initiatives. Demonstrate strong knowledge of workforce management principles, compliance standards, and operational best practices. Operate with autonomy in prioritizing work, making informed decisions within documented procedures while collaborating with leadership to drive consistent, efficient outcomes.

• 1–2+ years of experience in Real‑Time Workforce Management, monitoring queues, managing adherence, completing intraday re‑forecasts, and partnering with operations to address service‑level risk.

• 1–2+ years of experience in a contact center operations or analytical role, supporting performance analysis, real‑time reporting, and operational execution.

• Experience with call center KPIs (AHT, ASA, SL, shrinkage, adherence, occupancy, interval staffing) used to drive staffing decisions and queue performance in real time.

• Experience utilizing WFM tools such as Verint (preferred), NICE, Aspect, and comparable platforms to monitor intraday performance, manage adherence, execute re‑forecasts, and support schedule adjustments in real time.

• Proficient in real‑time queue monitoring and Genesys telephony dashboards, analyzing live contact metrics to identify emerging risks, initiate tactical interventions, and maintain service‑level performance.

• Demonstrated analytical and critical‑thinking skills, enabling rapid evaluation of real‑time metrics and identification of actionable insights.

• Strong verbal and written communication skills, delivering clear updates and recommendations during high‑volume or escalated scenarios.

• Exceptional attention to detail with the ability to manage multiple queues, priorities, and service‑level risks simultaneously.

• Working knowledge of Excel and Google Sheets (pivot tables, VLOOKUP, formulas) to support intraday tracking and ad‑hoc analysis.

• Advanced degree

• Prior experience working in a multi‑channel (phone, chat, email) contact center environment.

• Experience supporting distributed/remote workforce teams.

• Familiarity with incident management processes (e.g., INC tickets, product escalations).

• Knowledge of workforce methodologies such as forecasting, scheduling, capacity planning, or staffing models.

Scheduled shift: Primarily weekends (Saturday and Sunday). Weekday schedule and days off will be finalized during the hiring process.

Additional Information:

As part of our hiring process for this opportunity, we will use an interviewing technology called Hire Vue to enhance our hiring and decision‑making ability. Hire Vue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self‑provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi‑weekly payment for…