WFM Real Time Analyst – Professional 1
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Job Description
WFM Real Time Analyst responsible for monitoring and optimizing performance in a healthcare company. Collaborate with leadership to ensure service levels are met and staffing needs are supported.
Responsibilities:
- Monitor, analyze, and optimize intraday performance across all supported contact channels
- Make real time adjustments and communicate operational impacts
- Provide actionable insights to leadership to ensure service levels are met
- Analyze intraday trends and staffing needs to support enterprise-level workforce planning
- Operate with autonomy in prioritizing work and making informed decisions
Requirements:
- 1–2+ years of experience in Real‑Time Workforce Management
- 1–2+ years of experience in a contact center operations or analytical role
- Knowledge of call center KPIs (AHT, ASA, SL, shrinkage, adherence, occupancy, interval staffing)
- Experience utilizing WFM tools such as Verint (preferred), NICE, Aspect
- Proficient in real-time queue monitoring and Genesys telephony dashboards
- Working knowledge of Excel and Google Sheets (pivot tables, VLOOKUP, formulas)
Benefits:
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company and personal holidays
- Volunteer time off
- Paid parental and caregiver leave
- Short-term and long-term disability
- Life insurance
- Many other opportunities
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