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Overnight Workforce Management Real Time Analyst Jobs

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 ...

Zoro

Real Time Specialist

Chicago, IL · On-site

The Call Center Workforce Management (WFM) Real-Time Specialist will partner with the Workforce ... This position is also responsible for intraday analysis of call flow together with monitoring and ...

Selene Holdings

Sr. Workforce Management

Dallas, TX

The Senior Workforce Management Analyst assesses Contact Center staffing, identifies requirements and solutions to meet workforce objectives as well as providing real-time monitoring and amending ...

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 ...

M&T Bank

Workforce Management Forecaster

Williamsville, NY · On-site

$26 - $43.34/hr

The Workforce Management Forecaster serves in the capacity of providing short/midterm forecasting ... Identify, analyze, and interpret patterns or trends in call volume and Average Handle Time (AHT ...

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Overnight Workforce Management Real Time Analyst information

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$38.5K

$97.6K

$172.5K

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

As of Jun 9, 2026, the average yearly pay for overnight 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.

What is the difference between Overnight Workforce Management Real Time Analyst vs Overnight Operations Analyst?

AspectOvernight Workforce Management Real Time AnalystOvernight Operations Analyst
Primary FocusMonitoring and adjusting staffing levels in real-time to meet demandAnalyzing operational data to improve overnight processes and efficiency
Required SkillsWorkforce management software, data analysis, schedulingOperational analysis, process improvement, data interpretation
Work EnvironmentContact centers, customer service, call centersLogistics, manufacturing, service industries
CertificationsWorkforce management certifications often preferredOperational or industry-specific certifications

While both roles involve data analysis and operational oversight during overnight shifts, the Overnight Workforce Management Real Time Analyst primarily focuses on staffing adjustments in real-time, whereas the Overnight Operations Analyst concentrates on analyzing and improving overall overnight processes. Understanding these distinctions helps in selecting the right career path or job fit within the industry.

What does an Overnight Workforce Management Real Time Analyst do?

An Overnight Workforce Management Real Time Analyst monitors and manages staffing levels and call volume in real-time during overnight shifts, typically for customer service or call center operations. Their main responsibilities include tracking agent adherence, ensuring service levels are met, and making adjustments as needed to optimize performance. They use workforce management software to analyze data and respond quickly to any unexpected issues, like spikes in call volume or staff shortages. Their work helps maintain seamless operations and high customer satisfaction during overnight hours.

What are the key skills and qualifications needed to thrive as an Overnight Workforce Management Real Time Analyst, and why are they important?

To thrive as an Overnight Workforce Management Real Time Analyst, you need strong analytical skills, knowledge of workforce planning principles, and typically a background in business, statistics, or a related field. Familiarity with workforce management software (like NICE, Verint, or Genesys), real-time monitoring tools, and advanced Excel skills are commonly required. Attention to detail, problem-solving abilities, and effective communication are crucial soft skills for success in this role. These competencies ensure service levels are maintained, staffing is optimized, and operational issues are quickly addressed, especially during overnight hours.

What are the main challenges faced by an Overnight Workforce Management Real Time Analyst, and how can they be addressed?

Overnight Workforce Management Real Time Analysts often face unique challenges such as managing fluctuating call volumes during off-peak hours, quickly addressing schedule adherence issues, and maintaining effective communication with team members who may also be working remotely or on different shifts. Staying vigilant and proactive is crucial for ensuring service level agreements are met despite lower staffing levels. Building strong relationships with overnight supervisors and leveraging workforce management tools for real-time monitoring can help address these challenges and ensure smooth operations throughout the night.
More about Overnight Workforce Management Real Time Analyst jobs
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Overnight Workforce Management Real Time Analyst jobs near you
Infographic showing various Overnight Workforce Management Real Time Analyst job openings in the United States as of May 2026, with employment types broken down into 64% Full Time, 35% Part Time, and 1% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $97,576 per year, or $46.9 per hour.
Workforce Operations Analyst

Workforce Operations Analyst

United Way of Connecticut Inc.

Rocky Hill, CT • On-site

$24.27/hr

Full-time

Medical, Retirement, PTO

Posted 17 days ago

Job description

Workforce Operations Analyst
The Workforce Operations Analyst is responsible for analyzing, forecasting, and reporting on call volumes for a multi-skilled contact center. The Workforce Operations Analyst uses real-time call volumes and specialized workforce management technology to forecast future call volume and to develop staff schedules to ensure optimum efficiency as well as acceptable service levels, abandon rates, and key performance indicators (KPI's) in a 24/7/365 environment. This position strives to fulfill the mission of United Way of Connecticut (UWC) at all times while at work.
What you will do
  • Using specialized workforce management technology, prepares daily staffing schedule, considering planned and unplanned events (such as vacation, trainings, meetings and special projects) to ensure staffing levels meet expectations of program, clients, and funders.
  • Monitors all real-time activities of the Contact Center as well as Contact Center Specialist's productivity and performance to ensure operational goals are met. Highlights staffing and performance variances and recommends solutions to reduce costs and maintain or improve the client experience to the Director, 211 Contact Center Operations.
  • Monitors call volume, Average Handling Time and staffing trends to forecast staffing needs.
  • Based on independent analysis of variations in contact center performance, recommends solutions to staffing gaps to Director, 211 Contact Center Operations either in planning process or through intra-day management.
  • Prepares staffing demand and supply forecasts to support maximum workforce effectiveness.
  • Recommends, develops and reports quarterly metrics for UWW score card.
  • Performs analyses and prepares daily, weekly, monthly, annual and ad hoc reports, including but not limited to staffing trends and forecasts for management and external partners.

Hours: Monday - Friday:2:00 pm- 10:30 pm Pay: $24.27
  • An outright 5% 401(k) contribution.
  • 25 days of Paid Time Off in a calendar year - you begin accruing immediately!
  • 13 paid holidays per year or special pay for worked holidays
  • Generous health benefits including 80% coverage of your medical plan premium and deductible.
  • Tuition reimbursement after 1 year
  • Employment at UWC counts toward Public Service Student Loan Forgiveness.
  • Supportive, culturally diverse, and inclusive company culture.
  • And more!

Requirements
Requirements
Who you are
  • Bachelor's or Associate's degree in technology, operations, business, mathematics, or a related field; equivalent combination of education, certification, and relevant workforce management experience will be considered.
  • Minimum of three years' work experience involving workforce planning in a call center environment.
  • Demonstrated understanding of workforce management and contact center technology, vocabulary, and key performance indicators.
  • Strong analytical and reasoning skills to collect and interpret data, solve problems, and identify opportunities leading to improved client-centered outcomes and processes.
  • Track record of making sound decisions quickly in a fluid work environment and to accept responsibility for those decisions and their impact on staff, costs, and/or quality of service.
  • Ability to regularly make independent and sound judgments regarding contact center staffing needs and to resolve variations in performance.
  • Strong interpersonal skills to develop productive working relationships
  • Excellent verbal and written communication and presentation skills.
  • Ability to multi-task in a fast paced environment.
  • Ability to work a flexible schedule, including nights, weekends and holidays.
  • Ability to perform job with integrity and values consistent with the UWC Mission. Bachelor's or Associate's degree in technology, operations, business, or mathematics-related field. Certified Workforce Management Professional designation desired .
THE APPLICATION DEADLINE IS July 19, 2026
United Way of Connecticut, Inc. endeavors to make www.ctunitedway.org accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact (860) 571-7500. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. United Way fights for the health, education, and financial stability of every person in every community. We unequivocally denounce racism and ethnic discrimination in all forms, and we remain committed to building a future of greater opportunity and true equity for all people living in our communities. We act by tackling the structural barriers to equity from past and present systemic racism that have impeded the health, safety and wellbeing of traditionally marginalized people.

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