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Mobile Workforce Management Real Time Analyst Jobs

TTEC

Specialist, WFM Real Time

Austin, TX · Remote

$17 - $17.79/hr

As aSpecialist Workforce Management Real TimeworkingRemotely in The US,youllbe a part of bringing ... needs to analyze and prepare staffing reports with new information ...

Motif India Infotech

Specialist, WFM Real Time

Austin, TX · On-site

$17 - $17.79/hr

As a Specialist - Workforce Management - Real Time working Remotely in The US, you'll be a part of ... You'll analyze and compare staffing daily headcount to total headcount, how many people are ...

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Director, Workforce Management

Phoenix, AZ

... real-time analytics, and tooling - and must be equally comfortable at the executive table and in ... in Workforce Management, with 3+ years in a senior leadership role in a multi-channel contact ...

TTEC

Specialist, WFM Real Time

Austin, TX · On-site

$17 - $17.79/hr

As a Specialist - Workforce Management - Real Time working Remotely in The US , you'll be a part of ... You'll analyze and compare staffing daily headcount to total headcount, how many people are ...

IntouchCX

Director, Workforce Management

Las Vegas, NV · On-site

$125K - $132K/yr

... analytics. The role will partner with the WFM Program Optimization Leader to align on global ... Anticipate real-time needs weeks prior and adjust staffing levers to ensure the team comes in ...

Amazon

Workforce Analyst, Amazon Autos

Seattle, WA · On-site

Excellent problem-solving skills with the ability to handle both immediate real-time interventions ... Create and manage an Amazon Connect instance specific for Amazon Autos. Create and accurately ...

WSOL LLC

Workforce Management Coordinator

Plano, TX · On-site +1

Provide real-time monitoring via available tools and workforce management techniques to make intra ... analysis of current performance (noting recent historical trends) and conduct real-time re ...

Paylocity

Real Time Specialist

Schaumburg, IL · On-site

Minimum of 2-3 years of experience in a workforce management or contact center operations role, with a strong focus on real-time management. Strong analytical skills with the ability to interpret and ...

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How much do mobile workforce management real time analyst jobs pay per year?

As of Jun 8, 2026, the average yearly pay for mobile workforce management real time analyst in the United States is $97,576.00, according to ZipRecruiter salary data. Most workers in this role earn between $57,000.00 and $132,500.00 per year, depending on experience, location, and employer.
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Workforce Management - Omni Channel Manager

Workforce Management - Omni Channel Manager

World Travel Inc.

Exton, PA • On-site

Full-time

Posted 8 days ago

World Travel Inc. rating

8.4

Company rating: 8.4 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

2nd of 11 rated travel agencies

Job description

Workforce Management – Omni Channel Manager

Location: United States (Remote/Hybrid)
Travel: Occasional travel required for site visits and corporate meetings

Job Summary

We are seeking a highly analytical and data-driven Workforce Manager to optimize operational efficiency within the travel sector. This role is responsible for aligning workforce strategy with demand to ensure exceptional service delivery across all communication channels. A true business partner to the operations leadership on maximizing workforce.

The ideal candidate will have deep expertise in Nice CXone (including IEX/WFM) and a proven track record of developing sophisticated staffing models that balance labor costs with high-touch service expectations.

Core Responsibilities

Operational Integration

  • Align workforce strategies with operations
  • Ensure coverage for high-volume booking periods and emergency “duty of care” disruptions

Omnichannel Routing

  • Design, administer and enhance NICE Omni Channel platform features such as routing flows, skills, operations templates, profiles, channels, scripts, and system integrations. Coordinate platform changes with Telco and IT teams.
  • Deliver seamless and consistent traveler support across channels

Strategic Staffing Models

  • Develop and maintain long-term capacity plans and short-term workforce schedules
  • Incorporate travel seasonality patterns and client-specific SLAs into forecasting models


Financial Integration

  • Forecast labor budgets and resource needs
  • Manage Overtime reporting and improvement plans to minimize
  • Monitor actual vs. planned spend and identify cost optimization opportunities

Dynamic Labor Allocation

  • Monitor real-time performance and adjust workforce distribution as needed
  • Shift agents across queues/channels (e.g., email to phone) to manage demand fluctuations
  • Collaborating closely with the Director of Operations team to execute forecasting, scheduling, real-time management, adherence, and intraday adjustments for optimal staffing and service delivery

Data Tracking & Reporting

  • Develop, monitor, and report on KPIs including Average Handle Time (AHT), First Contact Resolution (FCR), Service Level, Abandonment, Net Promoter Score (NPS), Customer Satisfaction (CSAT), Quality Assurance (QA) scores, and agent occupancy
  • Build and maintain automated dashboards in NICE
  • Train operations leadership on how to use dashboards most effectively for talent management
  • Track email/chat performance data, response times, and productivity metrics
  • Time and motion studies to understand financial impact of process or technology improvements/changes.

Key Metrics & KPIs

  • Service Level Agreements (SLAs): Achieve targets such as 90/20 response times for operations
  • Forecast Accuracy: Maintain high precision in predicting interaction volumes (phone and email)
  • Agent Occupancy & Adherence: Optimize utilization while maintaining strong traveler satisfaction scores
  • Labor Efficiency: Manage labor cost as a percentage of revenue and control overtime

Required Skills & Qualifications

Technical Expertise

  • Advanced proficiency with Nice Workforce Management (WFM/IEX) and Nice CXone ( 5 +Years)
  • Call center/Omni Channel experience in complicated transactional business ( 5+ Years).
  • Bachelor’s degree in business, Operations, Data Analytics, Finance, or equivalent experience

Analytical Skillset

  • Expert-level data analysis and modeling capabilities
  • Strong proficiency in tools such as Excel, SQL, or business intelligence platforms
  • Experience with email performance tracking and reporting

Communication

  • Strong ability to present operational insights and data-driven recommendations.
  • Experience working with senior leadership and financial stakeholders.
  • Proven track record of improving KPIs such as AHT, FCR, CSAT/NPS, and SLA, as well as managing multi-site or remote teams.

Travel Industry Knowledge if preferred but not required.


Why This Role Matters

This role plays a critical part in ensuring operational excellence and responsiveness in a fast-paced corporate travel environment. By aligning workforce strategy with real-time demand, you will directly impact service quality, client satisfaction, and overall business performance.

What World Travel Inc. employees say

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