Workforce Management Analyst Night Shift

Overview

We are seeking a detail-oriented and proactive WFM Intra-Day Analyst to support real-time workforce management operations. This role is responsible for monitoring intraday performance identifying trends and making timely staffing adjustments to help ensure service level goals are met.

This is a fast-paced highly collaborative role that requires strong analytical thinking clear communication and the ability to make quick data-driven decisions.

Key Responsibilities

• Monitor real-time performance across queues and channels to ensure service level targets are achieved
• Track and analyze intraday metrics such as service level average handle time (AHT) adherence and volume trends
• Identify performance gaps and recommend real-time actions (e.g. overtime voluntary time off skill adjustments)
• Communicate intraday performance updates and recommendations to operations teams and leadership
• Partner with supervisors and operations leaders to execute staffing adjustments throughout the day
• Compare forecasted vs. actual performance and highlight key variances
• Maintain and update real-time tracking reports and dashboards
• Escalate risks to service levels in a timely and proactive manner

Requirements:

Qualifications

• Bachelors degree in Business Finance Statistics Operations or a related field or equivalent work experience
• 12 years of experience in a call center operations or analytical role
• Strong proficiency in Microsoft Excel or Google Sheets (pivot tables lookups data analysis)
• Basic understanding of contact center metrics (service levels AHT adherence shrinkage)
• Ability to analyze data quickly and translate insights into actionable recommendations
• Strong attention to detail and organizational skills
• Ability to manage multiple priorities in a fast-paced real-time environment
• Excellent written and verbal communication skills

Preferred Qualifications

• Exposure to workforce management tools (e.g. NICE Verint Genesys Aspect)
• Experience with real-time queue monitoring or scheduling
• Familiarity with data visualization tools (e.g. Power BI Tableau)
• Basic knowledge of SQL or data querying
• Previous experience supporting contact center operations

What Success Looks Like

• Consistently maintains awareness of real-time performance and proactively identifies risks
• Makes timely data-driven recommendations that positively impact service levels
• Communicates clearly and effectively with stakeholders across operations
• Demonstrates strong ownership responsiveness and a willingness to learn

Work Environment

• Fast-paced real-time operational environment
• Requires continuous monitoring and responsiveness throughout the workday
• Collaborative team setting with frequent interaction across departments