WFM Real Time Analyst – Professional 1
California, United States of America
Full Time
2 hours ago
$48,900 - $66,200 USD
No H1B
Key skills
Leadership
About this role
Role Overview
- 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