Workforce Management Analyst

Connexion Point•Boise, ID

About The Position

The Workforce Management Analyst II is responsible for monitoring, analyzing, and reporting on intraday contact center performance. This role ensures that service levels and key performance indicators (KPIs) are met by managing staffing adherence, schedule compliance, and real-time queue health. The Workforce Management Analyst II serves as the first line of defense to identify and resolve service-impacting issues and collaborates with operations to maintain optimal productivity and customer experience.

Requirements

High school diploma or GED
2-4 years of workforce management or contact center experience, preferably in a real-time or scheduling role
Demonstrated expertise in key call center metrics, including Service Level, Adherence, ASA, AHT, Occupancy, and Shrinkage.
Skilled in using workforce management software such as NICE IEX, Verint, Genesys, or equivalent platforms.
Proven ability to make fast, data-driven decisions under pressure.
Exceptional communication and professionalism when collaborating with multiple departments.
Meticulous attention to detail, strong organizational abilities, and advanced proficiency in Excel.

Responsibilities

Monitor real-time queues across all contact channels (calls, chats, emails, etc.) to ensure service level targets are met.
Track and report intraday performance against forecast and staffing plans.
Communicate with operations leadership regarding call volume fluctuations, staffing changes, or compliance issues.
Identify and escalate system outages, volume spikes, and staffing issues in a timely manner.
Make real-time decisions on off-phone activities (breaks, meetings, trainings, etc.) to maintain SLA targets.
Update agent schedules in workforce management systems to reflect real-time changes.
Document and report adherence trends, shrinkage, and agent availability.
Provide hourly/daily reports on interval performance and productivity metrics.
Participate in post-day reviews and assist with identifying opportunities for improvement.
Perform other duties as assigned to support the needs of the team.