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Wfm Real Time Analyst Jobs (NOW HIRING)

ibex

WFM Real Time Analyst

Crittenden, NY

Overview The Real-Time Analyst manages and/or balances service levels for the call center across ... Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently ...

Hagerty

OR

As a Real Time Analyst , you'll be responsible for monitoring service levels across the enterprise and acting quickly to mitigate any staffing related concerns using WFM principals (adjusting ...

The Hagerty Group, LLC

WFM Real-Time Analyst

As a Real Time Analyst , you'll be responsible for monitoring service levels across the enterprise and acting quickly to mitigate any staffing related concerns using WFM principals (adjusting ...

DailyPay

Real Time Analyst

New York, NY · On-site

$56K - $73K/yr

The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems. The shift is Tuesday to Saturday from 12:00pm CT - 8 ...

DailyPay

Real Time Analyst

New York, NY · Remote

$56K - $73K/yr

The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems. The shift is Tuesday to Saturday from 12:00pm CT - 8 ...

Bright Mind Solutions LLC

UKG WFM Analyst

Chicago, IL · On-site

UKG WFM Analyst | Chicago, IL (Hybrid) We're supporting a large software company post-acquisition and need a UKG WFM Consultant to help align systems and support union timekeeping. Must have: UKG WFM ...

IPT Global

Real Time BOP Analyst

Houston, TX

Proven ability to troubleshoot using real-time data trends and strong analytical thinking skills. * Competent in correlating data to identify root causes through trend interpretation. * Strong verbal ...

IPT Global

Real Time BOP Analyst

Houston, TX · On-site

Proven ability to troubleshoot using real-time data trends and strong analytical thinking skills. * Competent in correlating data to identify root causes through trend interpretation. * Strong verbal ...

IPT Global

Real Time BOP Analyst

Houston, TX · On-site

Proven ability to troubleshoot using real-time data trends and strong analytical thinking skills. * Competent in correlating data to identify root causes through trend interpretation. * Strong verbal ...

Paylocity

Real Time Specialist

Schaumburg, IL · On-site

$16.75 - $22/hr

You will collaborate closely with WFM Analysts and the operations teams to optimize staffing levels ... Monitor real-time performance data and take action to adjust schedules, reallocate resources, or ...

Paylocity

Real Time Specialist

Schaumburg, IL · On-site

You will collaborate closely with WFM Analysts and the operations teams to optimize staffing levels ... Monitor real-time performance data and take action to adjust schedules, reallocate resources, or ...

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How much do wfm real time analyst jobs pay per year?

As of May 29, 2026, the average yearly pay for wfm real time analyst in the United States is $52,014.00, according to ZipRecruiter salary data. Most workers in this role earn between $48,000.00 and $52,000.00 per year, depending on experience, location, and employer.

What is a WFM Real Time Analyst job?

A WFM (Workforce Management) Real Time Analyst is responsible for monitoring and managing workforce operations in real time to ensure optimal staffing levels. They track call volumes, agent adherence, and service levels, making adjustments as needed to maintain efficiency. Their role involves identifying trends, reporting deviations, and coordinating with supervisors to address issues like understaffing or schedule compliance. This helps maintain service quality while optimizing workforce productivity.

What are the key skills and qualifications needed to thrive in the Wfm Real Time Analyst position, and why are they important?

To thrive as a Wfm Real Time Analyst, you need strong analytical abilities, attention to detail, and familiarity with workforce management practices, often supported by a degree in business, mathematics, or a related field. Proficiency with workforce management software such as NICE, Verint, or Genesys, as well as Excel and real-time monitoring tools, is typically required. Excellent communication, problem-solving skills, and the ability to work under pressure make you stand out in this role. These skills are crucial for optimizing staffing levels, maintaining service levels, and ensuring smooth operations in fast-paced contact center environments.

What are some typical challenges faced by Wfm Real Time Analysts and how do they manage them?

Wfm Real Time Analysts often face challenges such as unexpected spikes in call volume, agent schedule adherence issues, and balancing service level targets with available staffing. They manage these challenges by closely monitoring real-time dashboards, proactively communicating with team leads, and making quick decisions to reallocate resources as needed. Flexibility and the ability to remain calm under pressure are important for responding to rapidly changing situations. Regular coordination with operations teams and utilizing data-driven insights also help analysts effectively address these dynamic challenges and maintain overall contact center performance.
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Wfm Real Time Analyst jobs near you
Infographic showing various Wfm Real Time Analyst job openings in the United States as of May 2026, with employment types broken down into 100% Full Time. Highlights an 100% Physical job distribution, with an average salary of $52,014 per year, or $25 per hour.
WFM Real Time Analyst

WFM Real Time Analyst

ibex

Crittenden, NY

Full-time

Posted 16 days ago

Job description

Overview

The Real-Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business, and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

Responsibilities
  • Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
  • Coordinates and manages same-day and/or short-term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
  • Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
  • Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
  • Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential overstaffing/understaffing conditions; adjust plans prior to and/or same-day based on the ability of the call center to attain appropriate performance results
  • Manages agent profiles within CMS to best utilize all staffing resources
  • Monitors available reports to effectively manage the performance of each call center business and/or product to acceptable results
  • Participates in Help Desk calls to relay how issues are impacting the call center
  • Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
  • Effectively communicates call center performance and information by providing the business with informational updates regarding the recent, current, and future state of the business.
  • Schedule daily, weekly, and monthly meetings to communicate information to WorkForce Leaders to set expectations and confirm business needs to allow the business to make sound decisions
  • Provides the business with timely status updates on projects and initiatives
  • Complete necessary reports and ad hoc reports as required
Qualifications
  • Bachelor's Degree (any field) or equivalent work experience
  • At least 6 months of experience specializing in Real-Time Monitoring or Workforce Analysis (for external candidates)
  • Advanced knowledge in MS Office (2003), especially MS Excel and relevant WF tools such as IEX and CMS.
  • Knowledge in problem-solving processes
Employment Type: FULL_TIME

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