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Workforce Management Real Time Analyst Jobs (NOW HIRING)

NexRep, LLC

Temporary Real Time Analyst

Manager, Real-Time Analysts Job Summary: This is a temporary position. The Real-Time Analyst (RTA ... RTAs provide feedback to the Workforce Management team (WFM) and Operations. RTAs may also be ...

ibex

WFM Real Time Analyst

Crittenden, NY · On-site

Overview The Real-Time Analyst manages and/or balances service levels for the call center across ... Schedule daily, weekly, and monthly meetings to communicate information to WorkForce Leaders to set ...

Sentryinsurance

Workforce Analyst

Madison, WI · Hybrid

$52K - $75K/yr

Experience working in a scheduling, real-time analyst or other workforce management capacity in a ... contact center, care, or operations environment preferred * General knowledge of contact center or ...

Sentry

Workforce Analyst

Stevens Point, WI · On-site

$52K - $75K/yr

Experience working in a scheduling, real-time analyst or other workforce management capacity in a ... contact center, care, or operations environment preferred * General knowledge of contact center or ...

Sentryinsurance

Workforce Analyst

Nashville, TN · Hybrid

$52K - $75K/yr

Experience working in a scheduling, real-time analyst or other workforce management capacity in a ... contact center, care, or operations environment preferred * General knowledge of contact center or ...

Sentryinsurance

Workforce Analyst

Freeport, IL · Hybrid

$52K - $75K/yr

Experience working in a scheduling, real-time analyst or other workforce management capacity in a ... contact center, care, or operations environment preferred * General knowledge of contact center or ...

Questx

Workforce Management Analyst

Boca Raton, FL · On-site

The Workforce Management Analyst plays a critical role in enabling informed decisions through ... Monitor real-time intraday performance, including call volumes, queues, and agent adherence ...

MCI Careers

Workforce Management Analyst

Wichita, KS · On-site

Monitors intraday volume, real-time staffing levels, and agent adherence throughout the day to ... workforce management, scheduling, or real-time analysis. * Strong analytical and data ...

giftHEALTH Inc

Workforce Scheduling Analyst

Columbus, OH · On-site

$63K - $74K/yr

Position Summary We are seeking a Workforce Scheduling Analyst to oversee the day-to-day schedules ... Communicate effectively with team leads and managers regarding real-time performance and scheduling ...

Apply Early

Gifthealth

Workforce Scheduling Analyst

Columbus, OH · On-site

$63K - $74K/yr

Position Summary We are seeking a Workforce Scheduling Analyst to oversee the day-to-day schedules ... Communicate effectively with team leads and managers regarding real-time performance and scheduling ...

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Workforce Management Real Time Analyst information

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$38.5K

$97.6K

$172.5K

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

As of Jul 3, 2026, the average yearly pay for 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 are the key skills and qualifications needed to thrive in the Workforce Management Real Time Analyst position, and why are they important?

To thrive as a Workforce Management Real Time Analyst, you need strong analytical skills, attention to detail, and typically a background in business, statistics, or a related field. Experience with workforce management systems such as NICE IEX, Aspect, or Verint, and proficiency in Excel and real-time monitoring tools are usually required. Excellent communication, problem-solving, and multitasking abilities set top performers apart in this role. These competencies are essential to efficiently monitor staffing, respond to changing call volumes, and support smooth, effective operations within customer service environments.

What are some typical daily responsibilities of a Workforce Management Real Time Analyst?

As a Workforce Management Real Time Analyst, your daily tasks often include monitoring agent schedules, tracking call volume and service levels, and making real-time adjustments to optimize coverage. You may also communicate with team leaders, provide updates on operational metrics, and flag issues such as staffing shortages or unexpected surges in demand. Collaborating closely with supervisors and other departments, you help ensure a smooth workflow and consistently high customer service standards. This role is fast-paced, requiring quick decision-making and a proactive approach to managing workforce challenges as they arise.

What is a Workforce Management Real Time Analyst job?

A Workforce Management Real Time Analyst monitors and manages real-time contact center operations to ensure optimal staffing and service levels. They track call volume, agent adherence, and intraday performance, making adjustments as needed to meet service goals. Their role involves communicating with teams, addressing staffing gaps, and responding to unexpected changes such as high call volumes or absenteeism. By analyzing data and trends, they help maintain efficiency and improve overall workforce performance.

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Workforce Management Real Time Analyst jobs near you
Temporary Real Time Analyst

Temporary Real Time Analyst

NexRep, LLC

Remote

Temporary

Posted 8 days ago

Job description

Reports to: Manager, Real-Time Analysts
Job Summary: This is a temporary position. The Real-Time Analyst (RTA) is responsible for monitoring and reporting schedule adherence in real-time using scheduling and time-tracking software and ACD real-time displays. Real-Time Analysts work closely with Operations, identifying non-adherent agents so that they can be redirected back to the appropriate contact channel. RTAs also monitor agent work behaviors in real-time, identifying and addressing events such as contact handle times or after-contact times that exceed defined thresholds. RTAs watch statistics across various KPIs (staffing, service levels, etc.) to ensure contractual obligations are met. RTAs provide feedback to the Workforce Management team (WFM) and Operations. RTAs may also be required to change agent skill associations or provide historical reporting as needed.
Essential Functions:
  • Provide real-time scheduling and contact flow support in multi-client/multi-channel environment
  • Monitor and maintain real-time adherence through direct agent communication to ensure achievement of staffing targets
  • Monitor real-time contact volume for multiple queues and respond to changes in contact volume in relation to staffing, wait times and abandonment metrics
  • Provide regular reporting to Operations to provide necessary information to make business decisions
  • Provide regular reporting to WFM to provide necessary information to determine future staff planning
  • Meet regularly with RTA Manager and other RTAs to ensure alignment on coverage, duties, reporting, etc.
  • Work closely with Operations to assist them in enforcing schedule adherence and contact time targets
  • Produce on-demand reports as needed
  • Other duties as assigned

Requirements
Position Requirements: List the knowledge skills and abilities that are required to do the job.
  • High School Diploma / GED
  • At least 2 years of work experience in contact center workforce management / operations support required
  • Strong knowledge of workforce management tools (Five9, Serenova, Shiftboard, Socrates, IEX/NICE, client systems, etc.)
  • Intermediate level of experience with spreadsheets (MS Excel, Google Sheets- i.e. writing f(x), filtering, pivot tables, etc.)
  • Keen attention to detail and accuracy
  • Excellent organizational and time-management skills
  • Proven ability to multi-task and monitor multiple queues or systems
  • Proven analytical and problem-solving skills
  • Ability to work with little supervision
  • Excellent computer skills and ability to navigate through multiple systems without assistance
  • Excellent written and verbal skills to interact effectively with colleagues
  • Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability and self-motivation
  • Must be able to thrive in a fast-paced, dynamic, team environment
  • Strong desire to build best-practices in the team to help enable your team member's mutual success as the team and organization continues to grow
  • Must be process minded and continually focused on ways to improve workforce management processes and effectiveness
  • Ability to work a flexible schedule, including potentially nights and weekends

Hours: This is a 40-hour position with 8-hour shifts. Specific days and times will be discussed during the interview; however, flexibility is crucial. Evening, weekend and holiday hours will be required to meet client's needs.
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee.
NexRep provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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