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

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