Workforce Management Real-Time Analyst

Andersen Corporation • Oak Park, MN

3d

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 analyst monitors ACD queues and performance metrics, uses workforce management tools to adjust staffing plans, responds to operational changes and outages, and reports on performance and business impacts. The role also supports process enhancements, training initiatives, and special projects.

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.
• Working knowledge of Microsoft Office Suite, including Outlook, Word, and PowerPoint.
• Experience with workforce management (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 workforce management tools to forecast and proactively adjust staffing plans.
• Respond to real-time changes and deploy contingency plans during outages or business continuity plan (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.

Benefits

• 401(k) plan with employer fixed contributions and company matching
• Profit sharing
• Medical, dental, and vision coverage
• Flexible spending accounts (FSAs), health savings account (HSA), and health reimbursement account (HRA)
• Life insurance
• Paid time off and paid holidays
• Paid maternity leave and paid parental leave
• Career growth planning and nationwide career opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed