WFM Real-Time Analyst

Flex•Salt Lake City, UT

11h•$72,000 - $115,000•Hybrid

About The Position

Flex is a growth-stage, NYC headquartered FinTech company creating the best rent payment experience. We're here to change the fact that paying rent is still expensive, inflexible, and difficult. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. We are looking for motivated individuals to help us keep that mission growing. Will you be a part of the team? About the Role The Vendor Management team is seeking a sharp, action-oriented Workforce Management Real-Time Analyst to operate at the intersection of human judgment and AI-powered intelligence. This is not a traditional monitoring role. In this environment, AI agents continuously ingest data across channels, BPO partners, and systems — surfacing anomalies, modeling risk, generating draft recommendations, and automating routine report outputs. The RTA's value lies in operational validation, real-time decision-making, and translating AI-surfaced insights into precise, coordinated action. If you are energized by fast-moving operations, comfortable acting on imperfect information, and motivated to drive outcomes rather than just document them, this role is built for you.

Requirements

2+ years in a contact center environment; previous WFM Real-Time Analyst experience preferred
Proficiency in WFM tools (Zendesk, Tymeshift, or similar)
Advanced Excel skills (pivot tables, complex formulas); SQL and data analysis tools a plus
Familiarity with AI agent workflows and automation tooling; direct experience working alongside AI-powered systems in a contact center environment strongly preferred
Ability to interpret, validate, and push back on AI-generated outputs — comfort with imperfect information is essential
Strong pattern recognition across volume, SLA, and quality dimensions
Ability to monitor AI channel performance indicators — including containment rate, deflection, and recontact patterns — and surface meaningful signal to CXPO partners who hold direct line responsibility for AI content and workflow management
Clear, concise communicator — able to convey complex data insights to non-technical stakeholders and produce exec-ready handoff reports
Experience working across BPO partners and internal teams (Engineering, Product, Quality, Training)
Bachelor's degree in Business, Statistics, Mathematics, Operations, or related field

Responsibilities

Monitor and respond to real-time anomalies across all channels and BPO partners. The AI surfaces and prioritizes variance automatically — your job is to review, apply operational context, and act with speed and precision.
Own staffing decisions at the moment. AI-generated SLA risk models project performance across 1, 2, 4, and 8-hour horizons and auto-assemble OT recommendation packages. You validate the assumptions, present recommendations to the Vendor Management team, and make the call.
Manage the exception queue. The AI detects and routes exceptions to BPO Team Leads with context — you intervene on cases requiring human judgment, whether that's escalation nuance, repeated patterns, or policy edge cases.
Drive reporting without it consuming your day. Reports are generated automatically from all source systems. You review for accuracy, add operational context, and share — reports become a daily byproduct rather than a daily task.
Own the variance narrative. When the AI flags a deviation and proposes likely causes, you validate against real-time operational knowledge, refine the analysis, and own what gets communicated to stakeholders.
Be the first line of defense on emerging issues. When contact volume patterns suggest something is wrong, the AI generates an issue brief automatically — hypothesized cause, affected systems, teams to loop in. You review, validate, and surface the signal to Vendor Operations leadership and CXPO partners so the right resources can be directed to incident response. This connects directly to our proactive harm remediation process and is the highest-leverage intervention point in the role.
Operate at full intensity during Bill Pay cycles. The window surrounding monthly payment processing drives the highest contact volume and the narrowest margin for error. You'll lead real-time operations through these periods, managing surge staffing decisions, accelerated escalation timelines, and coordinated BPO response across all active partners.