Workforce Management Analyst

We are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. This role focuses on real-time workforce support, on-floor staffing coordination, and KPI monitoring to ensure service levels and operational goals are met in a dynamic 16×7 environment.

Key Responsibilities

• Support on-floor staffing activity planning and real-time workforce management.
• Perform real-time monitoring to ensure adherence to schedules and SLAs.
• Manage agent breaks and real-time resource availability on the operations floor.
• Monitor and help maintain key Workforce Management KPIs, including shrinkage and schedule adherence.
• Coordinate and communicate effectively with Operations Managers and Team Leads.
• Provide timely updates in internal systems and client tools.
• Identify operational observations and ensure closed-loop communication with stakeholders.
• Meet process expectations with high-quality standards and a strong sense of ownership.

Required Skills & Competencies

• Basic to intermediate knowledge of workforce management and real-time operations.
• Strong analytical, problem-solving, and root cause analysis skills.
• Ability to quickly learn processes and adapt to ongoing business changes.
• Professional conduct with clear verbal and written communication skills.
• Working understanding of web technology and cable setup.
• High reliability in attendance, punctuality, and shift flexibility.
• Ability to work collaboratively while meeting defined timelines and service standards.
• Proactive mindset with willingness to take responsibility beyond assigned tasks.

Qualifications & Experience

• High school diploma or equivalent work experience preferred.
• Prior experience in Workforce Management, RTM, or Customer Operations is an advantage.
• Experience supporting 16×7 operations preferred.
• Proficient in Excel

Compensation/Pay:

• Starting at $13.50/hr