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
Qualifications
- Bachelor’s degree in Business, Finance, Statistics, Operations, or a related field, or equivalent work experience
- 1–2 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
