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Senior Workforce Management Real Time Analyst Jobs

Zoro

Real Time Specialist

Chicago, IL

$17.25 - $21.75/hr

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 ...

M&T Bank

Workforce Management Forecaster

Williamsville, NY · On-site

$26 - $43.34/hr

Identify, analyze, and interpret patterns or trends in call volume and Average Handle Time (AHT ... Capability to interact with Senior management. Education and Experience Required: Minimum 3 years ...

Amazon

Workforce Analyst, Amazon Autos

Seattle, WA

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 ...

Boeing

Senior Workforce Strategy Specialist

Plano, TX · On-site

... right time. Position Responsibilities: * Lead workforce planning analytics and reporting by ... Experience in consulting, strategy, or program management * Experience with job architecture and ...

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 ...

Netflix

OR · On-site

$115K - $190K/yr

Summary of the Role The Systems Analyst, CS Workforce Management, plays a critical role in ... Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation ...

Sanofi

PSS Real Time Reporting Analyst

Cambridge, MA · Hybrid

Cambridge, MA About the Job We are seeking a skilled CRM Real Time Data Reporting Analyst to join ... Proven ability to communicate and present effectively to senior leaders, cross-functional and cross ...

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

As of Jun 8, 2026, the average yearly pay for senior workforce management real time analyst in the United States is $102,527.00, according to ZipRecruiter salary data. Most workers in this role earn between $88,000.00 and $116,500.00 per year, depending on experience, location, and employer.
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What are the most commonly searched types of Workforce Management Real Time Analyst jobs? The most popular types of Workforce Management Real Time Analyst jobs are:
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Senior Workforce Management Real Time Analyst jobs near you
Infographic showing various Senior Workforce Management Real Time Analyst job openings in the United States as of May 2026, with employment types broken down into 35% Full Time, 48% Part Time, and 17% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $102,527 per year, or $49.3 per hour.

Workforce Analyst (Manager) - National Booking Center

NearU

Charlotte, NC • On-site

$60K - $100K/yr

Full-time

Posted 6 days ago

NearU rating

6.0

Company rating: 6.0 out of 10

Based on 6 frontline employees who took The Breakroom Quiz

180th of 217 rated repair and maintenance companies

Job description

Contact Center Workforce Manager
Location: Charlotte, NC (remote, with ability to report on-site when needed in Charlotte)
Department: National Booking Center
Reports To: Director of Operations / Call Center Operations
Role Overview:
The NearU National Booking Center is a centralized appointment setting contact center for NearU supported home services companies. The Contact Center Workforce Manager is responsible for ensuring the National Booking Center shifts are staffed correctly, at the right times, with the right people This role owns forecasting, scheduling, intraday management, and real-time adherence to optimize service levels, employee experience, and operational efficiency.
This position plays a critical role in balancing customer demand, agent availability, and business objectives while supporting the continued growth and operational maturity of the National Booking Center.
Key Responsibilities:
Workforce Planning & Forecasting
  • Forecast call volume and staffing needs using historical data, trends, seasonality, and business inputs
  • Develop short-term and long-term staffing models to support service level and operational targets
  • Perform manual forecasting and scenario modeling when automated tools, clean data, or systems are unavailable

Scheduling & Capacity Management
  • Build and maintain agent schedules aligned to forecasted demand
  • Manage intraday schedules including breaks, lunches, meetings, training, and special assignments
  • Make real-time schedule adjustments to address volume fluctuations, absenteeism, or operational changes

Real-Time Management & Adherence
  • Monitor schedule adherence and conformance throughout the day
  • Identify adherence trends, risks, and gaps; surface insights to leadership
  • Partner with supervisors and managers to correct intraday performance issues quickly and effectively

Reporting & Analysis
  • Produce workforce reports related to adherence, utilization, shrinkage, and staffing effectiveness
  • Analyze workforce performance data and recommend improvements to forecasts, schedules, and processes
  • Translate data into clear, actionable insights-not just dashboards that look cool in meetings

Technology & Optimization
  • Utilize workforce management and contact center tools to support forecasting, scheduling, and intraday management
  • Support the implementation and optimization of new workforce management or forecasting software
  • Partner with Operations, IT, and vendors to improve forecasting accuracy and tool adoption

Cross-Functional Collaboration
  • Collaborate with Operations, Training, QA, and Leadership to align staffing with business priorities
  • Support special initiatives such as new program launches, seasonal demand shifts, and operational pilots

Required Qualifications:
  • 2+ years of experience in workforce management or workforce coordination within a contact center environment
  • Demonstrated experience with manual forecasting techniques
  • Erlang calculations
  • Strong understanding of forecasting, scheduling, adherence, and intraday management
  • Advanced Excel and data analysis skills (pivot tables, formulas, trend analysis)
  • Ability to communicate workforce insights clearly to operational and executive leaders
  • Strong organizational skills and the ability to manage competing priorities in a fast-paced environment

Preferred Qualifications
  • ServiceTitan Contact Center Pro (CCP) or similar contact center platforms preferred
  • Experience implementing or supporting new workforce management or forecasting software
  • Exposure to multi-skill, multi-queue, or multi-brand contact center environments
  • Familiarity with service level, occupancy, shrinkage, and utilization metrics

What Success Looks Like
  • Forecasts leadership trusts
  • Schedules that match demand
  • Strong schedule adherence without micromanagement

Apply