Workforce Management Real-Time Professional 1

CenterWell • Orlando, FL

1d • Hybrid

About The Position

The Workforce Management Real-time Professional 1 applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Workforce Management Professional 1 work assignments are often straightforward and of moderate complexity. The Workforce Management Real Time Analyst (Professional 1) uses real‑time analytics to evaluate staffing levels and workforce performance, identifying risks and recommending solutions to meet service and operational goals. Analyze intraday trends and staffing needs to support enterprise‑level workforce planning and strategic initiatives. Demonstrate strong knowledge of workforce management principles, compliance standards, and operational best practices. Operate with autonomy in prioritizing work, making informed decisions within documented procedures while collaborating with leadership to drive consistent, efficient outcomes. Use your skills to make an impact.

Requirements

• 1–2+ years of experience in Real‑Time Workforce Management, monitoring queues, managing adherence, completing intraday re‑forecasts, and partnering with operations to address service‑level risk.
• 1–2+ years of experience in a contact center operations or analytical role, supporting performance analysis, real‑time reporting, and operational execution.
• Experience with call center KPIs (AHT, ASA, SL, shrinkage, adherence, occupancy, interval staffing) used to drive staffing decisions and queue performance in real time.
• Experience utilizing WFM tools such as Verint (preferred), NICE, Aspect, and comparable platforms.
• Proficient in real‑time queue monitoring and Genesys telephony dashboards.
• Demonstrated analytical and critical‑thinking skills, enabling rapid evaluation of real‑time metrics and identification of actionable insights.
• Strong verbal and written communication skills, delivering clear updates and recommendations during high‑volume or escalated scenarios.
• Exceptional attention to detail with the ability to manage multiple queues, priorities, and service‑level risks simultaneously.
• Working knowledge of Excel and Google Sheets (pivot tables, VLOOKUP, formulas).

Nice To Haves

• Advanced degree
• Prior experience working in a multi‑channel (phone, chat, email) contact center environment.
• Experience supporting distributed/remote workforce teams.
• Familiarity with incident management processes (e.g., INC tickets, product escalations).
• Knowledge of workforce methodologies such as forecasting, scheduling, capacity planning, or staffing models.

Responsibilities

• Applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making.
• Uses real‑time analytics to evaluate staffing levels and workforce performance, identifying risks and recommending solutions to meet service and operational goals.
• Analyzes intraday trends and staffing needs to support enterprise‑level workforce planning and strategic initiatives.
• Operates with autonomy in prioritizing work, making informed decisions within documented procedures while collaborating with leadership to drive consistent, efficient outcomes.
• Monitors queues, manages adherence, completes intraday re‑forecasts, and partners with operations to address service‑level risk.
• Supports performance analysis, real‑time reporting, and operational execution.
• Utilizes WFM tools such as Verint (preferred), NICE, Aspect, and comparable platforms to monitor intraday performance, manage adherence, execute re‑forecasts, and support schedule adjustments in real time.
• Monitors real-time queues and Genesys telephony dashboards, analyzing live contact metrics to identify emerging risks, initiate tactical interventions, and maintain service‑level performance.
• Supports intraday tracking and ad‑hoc analysis using Excel and Google Sheets.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) retirement savings plan
• Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• Short-term disability
• Long-term disability
• Life insurance

What This Job Offers

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