Workforce Management Real-Time Analyst

Andersen Corporation•Oak Park Heights, MN

5d•$62,960 - $94,440

About The Position

The Real-Time Analyst (RTA) helps ensure optimal service levels and operational efficiency across contact center operations. The role monitors real-time performance, manages intraday staffing adjustments, and communicates with stakeholders to maintain alignment with service goals. The position also supports process enhancements, training initiatives, special projects, and other assigned tasks.

Requirements

At least 1 year of experience in a contact center environment.
Strong analytical, mathematical, and investigative skills.
Proficiency in Microsoft Excel, including pivot tables and formulas.
Solid understanding of Microsoft Office Suite, including Outlook, Word, and PowerPoint.
Experience with WFM tools.
Excellent written and verbal interpersonal and communication skills.
Ability to prioritize, organize, and synthesize data from multiple sources.

Nice To Haves

Bachelor’s degree or equivalent experience preferred.

Responsibilities

Monitor ACD queues and performance metrics to ensure adherence to service level agreements (SLAs), and provide timely insights and alerts when thresholds are breached.
Use WFM tools to forecast and proactively adjust staffing plans; respond to real-time changes and deploy contingency plans during outages or BCP events.
Initiate system checks at the start of the day and escalate critical issues.
Track and report the hours lost and revenue impact of outages or BCP scenarios.
Generate and distribute start-of-day and end-of-day reports.
Provide real-time updates and alerts to clients and operations teams.
Participate in bridge calls and collaborate with stakeholders to support enterprise-level KPI delivery.
Recommend and support process enhancements and training initiatives based on operational insights and data analysis.
Support special projects and additional tasks as assigned.