Intraday Analyst, Workforce Management

LPL Financial•Fort Mill, SC

6d•$27 - $45•Onsite

About The Position

The Intraday Workforce Management Analyst (Real Time, Intra Day Plan) plays a critical role in ensuring operational performance through proactive workforce monitoring, schedule optimization, and business partnership. This role is responsible for overseeing intraday performance, identifying risks and opportunities, recommending staffing adjustments, and communicating actionable insights to leadership. The analyst serves as the operational bridge between Workforce Management and business leaders by translating workforce data into clear recommendations that support service, efficiency, and employee experience objectives. Through real-time monitoring, short-term planning, performance analysis, and ongoing optimization, the analyst helps ensure the organization effectively respond to changing business conditions while maintaining service commitments. This position requires strong analytical skills, proactive communication, sound judgment, and the ability to manage competing priorities in a fast-paced environment.

Requirements

At least 1-2 years of Workforce Management experience
Bachelor’s degree or equivalent experience.
Analytical and problem-solving abilities. Ability to interpret workforce data and make actionable recommendations. Ability to identify trends, root causes, and operational risks
Excel skills, including charts, pivot tables, and complex logic-based formulas
Ability to create PowerPoint decks to share findings
Experience with using Tableau to aggregate and analyze data collected from various sources
Verbal and written communication skills
Ability to communicate and present workforce insights to leaders at various organizational levels
Data storytelling and business acumen
Ability to influence decisions through facts, analysis, and recommendations
Demonstrated ability to manage multiple priorities in a dynamic environment
Highly proactive, personable, and reliable self-starter who requires minimal management oversight for day-to-day work responsibilities
Strong organizational and time-management skills
Comfortable making decisions in ambiguous or rapidly changing situations
Collaborative and solution-oriented mindset
Continuous improvement focus with strong attention to detail.
Handle pressure well; you will be working with the senior team on advancing initiatives based on data and analysis you provide

Nice To Haves

NICE CXOne and/or other ACD software
NICE WFM IEX, WebStation ,Employee Engagement Manager or other workforce management software experience: EWFM, Aspect, Verint, Calabrio, Genesys
Tableau navigation knowledge or similar reporting program

Responsibilities

Monitor real-time operational performance, staffing levels, and service metrics to identify risks and opportunities
Analyze current and upcoming workload demands and recommend or execute staffing and schedule adjustments that support service delivery, operational efficiency, and business objectives
Partner closely with operations leadership to respond to unexpected volume fluctuations, staffing gaps, and business disruptions
Recommend schedule modifications and optimization opportunities to improve operational performance
Support scheduling activities, including training, coaching, meetings, events, and other offline planning needs as needed while balancing operational requirements
Ability to review KPI patterns and identify opportunities for improvement
Utilize workforce management data and reporting tools to support decision-making and continuous improvement initiatives
Conduct retrospective and forward-looking analyses to communicate what happened, what is changing, and potential impacts to future performance
Serve as a trusted workforce management partner to business leaders, providing proactive updates and recommendations regarding staffing, service performance, and operational health
Participate in operational meetings to communicate workforce impacts, risks, and recommendations
Facilitate cross-functional collaboration with operations, training, or other business partners
Support maintenance of workforce management systems, reporting tools, and related processes, including user administration, data integrity, system enhancements, and documentation
Identify and implement opportunities to improve workforce management processes, reporting, scheduling practices, and operational effectiveness
Support special projects, pilot programs, technology implementations, and business initiatives that enhance workforce management capabilities and organizational performance