WFM Real Time Analyst Professional 1

Job description

Become a part of our caring community The Workforce Management (WFM) Real Time Analyst is responsible for monitoring, analyzing, and optimizing intraday performance across all supported contact channels. This role makes real time adjustments, communicates operational impacts, and provides actionable insights to leadership to ensure that service levels, staffing, and adherence goals are met. The RTA is detail oriented, analytical, and able to make fast, accurate decisions in a dynamic environment. The Workforce Management Real Time Analyst (Professional 1) uses real‑time analytics to evaluate staffing levels and workforce performance, identifying risks and recommending solutions to meet service and operational goals. Analyze intraday trends and staffing needs to support enterprise‑level workforce planning and strategic initiatives. Demonstrate strong knowledge of workforce management principles, compliance standards, and operational best practices. Operate with autonomy in prioritizing work, making informed decisions within documented procedures while collaborating with leadership to drive consistent, efficient outcomes. Use your skills to make an impact Required Qualifications: - 1...