Intraday Analyst I

Guardian Life Insurance

20d • Remote

About The Position

The Workforce Management Real-Time Analyst plays a critical role in ensuring operational stability and meeting service-level agreements (SLAs) across multiple queues and work types. This role is responsible for monitoring intraday performance, adherence, and staffing levels in real time — while making proactive decisions and communicating with operations partners to protect service delivery. With strong analytical skills, clear communication, and a pulse on day-to-day operations, the Real-Time Analyst is the front line of SLA management and business continuity. You are Calm, focused, and decisive in fast‑moving environments, with the ability to assess real‑time conditions and act quickly to protect service levels. Highly analytical, using data and trends to anticipate risk, identify performance drivers, and support sound decision‑making. Clear and confident communicator who can translate real‑time performance insights into actionable guidance for operations partners and leaders. Proactive and solution‑oriented, taking ownership to address intraday challenges before they impact customers or SLAs. Collaborative and trusted, building strong partnerships with operations, scheduling, and leadership teams to maintain business continuity. Detail‑oriented with a strong sense of urgency, balancing multiple queues, priorities, and work types without losing sight of the bigger picture. Customer‑focused, understanding how real‑time decisions directly impact customer experience and operational outcomes.

Requirements

• 2+ years of experience in workforce management, contact center operations, or real-time queue monitoring.
• Foundational understanding and proficiency with Excel (formulas, conditional formatting, pivot tables, etc).
• Excellent verbal and written communication skills.
• Detail-oriented with a high level of ownership and urgency.
• Experience in a contact center environment.
• Understanding of Service Level and ASA, levers that impact it, and how to prioritize accordingly.
• Reporting and data insights, and the ability to communicate those insights
• Ability to work both independently and collaboratively in a fast-paced environment.
• Familiarity with WFM tools (Genesys, Verint preferred) and ticketing systems.

Responsibilities

• Monitor live volumes, staffing levels, adherence, and SLA performance across all key channels and queues (phone, back office, digital, etc.).
• Take proactive action when SLAs are at risk — including re-skilling, priority adjustments, escalation protocols, and stakeholder engagement.
• Provide timely and clear updates to operations leaders when performance risks arise.
• Recommend or initiate short-term moves to stabilize service.
• Queue Management & Work Prioritization: Adjust workflow allocations to ensure the highest-priority items are addressed within target timeframes.
• Manage work overflow scenarios.
• Adherence & Shrinkage Management: Monitor schedule adherence and unplanned shrinkage.
• Partner with team leads to ensure coverage is aligned to forecasted need.
• Reporting & Insights: Generate and share daily performance reports, trend summaries, and insights.
• Highlight key drivers of performance or risk.
• Schedule Support: Assist with scheduling of on and off phone events, PTO, and identifying coverage gap identification to maintain intraday balance.
• Tool & Data Proficiency: Leverage WFM platforms (e.g., Verint, NICE, Genesys, or similar), Excel dashboards, and reporting tools to drive real-time decisions.

Benefits

• At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
• As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.
• Explore our company benefits at www.guardianlife.com/careers/corporate/benefits.
• Benefits apply to full-time eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees