WFM Real-Time Analyst

Flex•Salt Lake, NY

4d•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?

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.
Own staffing decisions at the moment.
Manage the exception queue.
Drive reporting without it consuming your day.
Own the variance narrative.
Be the first line of defense on emerging issues.
Operate at full intensity during Bill Pay cycles.