Real Time Online Intelligence Analyst Jobs (NOW HIRING)

Are you passionate about balancing operational efficiency with outstanding customer service? Do you thrive in a fast-paced environment where your decisions directly impact business performance and customer satisfaction? If so, we want you on our team!

We are seeking a Senior Workforce Management (WFM) Real-Time Analyst to play a critical role in monitoring and managing real-time operations across our contact center environment. This individual will serve as a trusted partner to leadership, leveraging data, analytics, and workforce management expertise to optimize staffing, service levels, and associate performance while ensuring an exceptional customer experience.

What You'll Do

As a Senior Workforce Management Real-Time Analyst, you will:

• Monitor real-time contact center performance, including service levels, occupancy, adherence, availability, and key operational metrics.
• Analyze staffing conditions and make intraday adjustments to ensure performance goals and customer expectations are met.
• Identify trends, risks, and opportunities and proactively recommend solutions to operational leaders.
• Manage and communicate staffing recommendations related to schedule changes, overtime, voluntary time off, and other workforce optimization activities.
• Partner closely with Operations, Training, Quality Assurance, and Workforce Management teams to align staffing strategies with business needs.
• Generate and present operational performance reports to leadership.
• Investigate performance variances and provide actionable insights and recommendations.
• Support incident management and business continuity efforts during unexpected volume fluctuations or operational disruptions.
• Drive continuous improvement initiatives that enhance forecasting accuracy, resource utilization, and operational effectiveness.
• Serve as a workforce management subject matter expert and mentor junior analysts.

Required Qualifications

• 3+ years of Workforce Management experience in a contact center environment.
• 2+ years of real-time management experience.
• Strong understanding of workforce management concepts including forecasting, scheduling, intraday management, and capacity planning.
• Experience utilizing workforce management platform Genesys.
• Advanced analytical and problem-solving skills.
• Strong proficiency in Microsoft Excel, including pivot tables, formulas, and data analysis.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize effectively, and make critical decisions in a fast-paced environment.

Preferred Qualifications

• Bachelor's degree in Business, Mathematics, Statistics, Operations Management, or a related field.
• Experience supporting multi-channel contact center operations, including phone, chat, email, and digital channels.
• Knowledge of workforce optimization reporting and business intelligence tools.
• Demonstrated experience leading projects or process improvement initiatives.

What Makes You Successful

You are someone who:

• Thinks analytically and makes data-driven decisions.
• Remains calm and effective under pressure.
• Builds strong partnerships across teams and levels of the organization.
• Anticipates challenges before they occur and proactively develops solutions.
• Embraces change and continuously seeks opportunities to improve processes and performance.
• Leads with accountability, adaptability, and collaboration.

If you're ready to bring your expertise, energy, and passion for workforce management to a team that values innovation and results, we'd love to hear from you.

Apply today and help us create exceptional experiences for both our customers and our employees.

Old Republic Home Warranty is a subsidiary of Old Republic International, a multi-billion-dollar corporation. We offer home warranties that combine comprehensive coverage, competitive rates, and stellar customer service. From humble beginnings in 1974, we've grown into the third largest home warranty company in the nation... and we continue to grow year after year! Our people make the difference! Each employee is a valued member of the Old Republic family, and our success depends on effective collaboration and honest communication. We pride ourselves on our ability to know the goal, own our role, keep it simple, and do the right thing!