Workforce Management Analyst

Lantern•Dallas, TX

12h

About The Position

The WFM Analyst, Member Services, is responsible for intraday service delivery to ensure service levels and key performance indicators (KPIs) are met, as well as short-term capacity risk evaluation, and translating real-time signals into concise, actionable recommendations for leadership. This role includes real‑time monitoring, variance analysis, and intraday adjustments that streamline schedules and staffing to improve operational efficiency. The ideal candidate identifies opportunities to reduce manual work and develop simple, repeatable processes that improve decision-making speed and support greater operational agility.

Requirements

High School Diploma or equivalent; Associate or Bachelor’s preferred.
WFM contact center experience (scheduling, intraday, capacity risk).
Experience with NICE CXone (preferred) or enterprise WFM platforms.
Proficiency with Excel/Sheets (lookups, pivots, logic).
Preferred: Ability to write SQL queries for WFM/ACD datasets.

Nice To Haves

Python
BI tools
CXone dashboards

Responsibilities

Real-Time Monitoring
Continuously monitor real-time metrics using WFM/telephony systems, and convert performance signals into prioritized actions.
Identify variance drivers using short-interval forecasting and trend analysis.
Intraday Management & Adjustments
Execute intraday adjustments and recommend targeted levers (skills, shrinkage) with clear impact statements.
Communication & Collaboration
Communicate clear “so what” guidance: impact, options, and recommended action.
Automation & Platform Optimization
Identify automation opportunities, reduce manual exception handling, and leverage platform capabilities in NICE CXone.