WFM Real Time Analyst Professional 1

CenterWell • Orlando, FL

17h • Hybrid

About The Position

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

Requirements

• 1–2+ years of experience in Real‑Time Workforce Management, monitoring queues, managing adherence, completing intraday re‑forecasts, and partnering with operations to address service‑level risk.
• 1–2+ years of experience in a contact center operations or analytical role, supporting performance analysis, real‑time reporting, and operational execution.
• Experience with call center KPIs (AHT, ASA, SL, shrinkage, adherence, occupancy, interval staffing) used to drive staffing decisions and queue performance in real time.
• Experience utilizing WFM tools such as Verint (preferred), NICE, Aspect, and comparable platforms to monitor intraday performance, manage adherence, execute re‑forecasts, and support schedule adjustments in real time.
• Proficient in real‑time queue monitoring and Genesys telephony dashboards, analyzing live contact metrics to identify emerging risks, initiate tactical interventions, and maintain service‑level performance.
• Demonstrated analytical and critical‑thinking skills, enabling rapid evaluation of real-time metrics and identification of actionable insights.
• Strong verbal and written communication skills, delivering clear updates and recommendations during high‑volume or escalated scenarios.

Nice To Haves

• Advanced degree
• Prior experience working in a multi‑channel (phone, chat, email) contact center environment.
• Experience supporting distributed/remote workforce teams.
• Familiarity with incident management processes (e.g., INC tickets, product escalations).
• Knowledge of workforce methodologies such as forecasting, scheduling, capacity planning, or staffing models.

Responsibilities

• monitoring
• analyzing
• optimizing intraday performance across all supported contact channels
• making real time adjustments
• communicating operational impacts
• providing actionable insights to leadership
• evaluating staffing levels and workforce performance
• identifying risks and recommending solutions to meet service and operational goals
• analyzing intraday trends and staffing needs to support enterprise‑level workforce planning and strategic initiatives
• prioritizing work
• making informed decisions within documented procedures
• collaborating with leadership to drive consistent, efficient outcomes

Benefits

• Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed