Workforce Management Analyst - Night Shift

Overview

We are seeking a detail-oriented and proactive WFM Intra-Day Analyst to support real-time workforce management operations. This role is responsible for monitoring intraday performance, identifying trends, and making timely staffing adjustments to help ensure service level goals are met.

This is a fast-paced, highly collaborative role that requires strong analytical thinking, clear communication, and the ability to make quick, data-driven decisions.

Key Responsibilities

• Monitor real-time performance across queues and channels to ensure service level targets are achieved
• Track and analyze intraday metrics such as service level, average handle time (AHT), adherence, and volume trends
• Identify performance gaps and recommend real-time actions (e.g., overtime, voluntary time off, skill adjustments)
• Communicate intraday performance updates and recommendations to operations te...