Monitor live volumes, staffing levels, adherence, and SLA performance across all key channels and queues (phone, back office, digital, etc)
Take proactive action when SLAs are at risk — including re-skilling, priority adjustments, escalation protocols, and stakeholder engagement
Provide timely and clear updates to operations leaders when performance risks arise
Recommend or initiate short-term moves to stabilize service.
Adjust workflow allocations to ensure the highest-priority items are addressed within target timeframes
Monitor schedule adherence and unplanned shrinkage.
Partner with team leads to ensure coverage is aligned to forecasted need
Generate and share daily performance reports, trend summaries, and insights
Assist with scheduling of on and off phone events, PTO, and identifying coverage gap identification to maintain intraday balance
Leverage WFM platforms (e.g., Verint, NICE, Genesys, or similar), Excel dashboards, and reporting tools to drive real-time decisions.

2+ years of experience in workforce management, contact center operations, or real-time queue monitoring
Foundational understanding and proficiency with Excel (formulas, conditional formatting, pivot tables, etc)
Excellent verbal and written communication skills
Detail-oriented with a high level of ownership and urgency
Experience in a contact center environment
Understanding of Service Level and ASA, levers that impact it, and how to prioritize accordingly
Reporting and data insights, and the ability to communicate those insights
Ability to work both independently and collaboratively in a fast-paced environment
Familiarity with WFM tools (Genesys, Verint preferred) and ticketing systems.

Intraday Analyst

Key skills