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Workforce Management Real Time Analyst Jobs (NOW HIRING)

Alignment Healthcare

Remote-Analyst, WFM Real Time

The Remote Real-Time Analyst (RTA) is responsible for intraday workforce management to ensure optimal alignment between staffing and contact center demand across the Customer Experience workgroup.

Hagerty

OR · On-site

As a Real Time Analyst , you'll be responsible for monitoring service levels across the enterprise ... The Workforce Management team is a part of the Member Service Center department and operates in a ...

Cogeco

Analyst, Workforce Management

Hollywood, MD · On-site

KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and ... Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM ...

Cogeco

Analyst, Workforce Management

Belmont, NH

KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and ... Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM ...

Cogeco

Analyst, Workforce Management

Miramar, FL

KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and ... Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM ...

Cogeco

Analyst, Workforce Management

Cumberland, MD

KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and ... Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM ...

IPL (Indiana)

Workforce Analyst

Dayton, OH · On-site

Job Summary The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard ...

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$38.5K

$97.6K

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

As of Jun 7, 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.

More about Workforce Management Real Time Analyst jobs
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Workforce Management Real Time Analyst jobs near you
Infographic showing various Workforce Management Real Time Analyst job openings in the United States as of May 2026, with employment types broken down into 86% Full Time, 7% Part Time, 6% Contract, and 1% Nights. 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 Management Real-Time Analyst

Orion180

Melbourne, FL • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 12 days ago

Job description

At Orion180, we don't just stand out for what we do; we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.
Orion180 is proud to call three vibrant cities home. Our headquarters on Florida's stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas, office places us in a dynamic center of culture, business, and entertainment, keeping us closely connected to innovation and growth. Our Draper, Utah, location, nestled in the heart of the Salt Lake Valley, connects us to a rapidly growing tech ecosystem and provides access to the outdoor lifestyle and natural beauty the region is known for.
We are looking to hire a Workforce Management Real-Time Analyst to join our fast-paced and growing Customer Experience Team!
The Workforce Management Real-Time Analyst is responsible for monitoring contact center performance in real time, managing intraday staffing, supporting schedule adherence, and helping the business meet service level and operational goals. This role partners closely with operations leadership to identify risks, recommend staffing actions, and communicate performance updates throughout the day.
Key Responsibilities
  • Monitor real-time contact center performance, including call volume, queue conditions, service levels, agent states, and backlog trends.
  • Track schedule adherence and partner with operations leaders to address attendance, break, meal, and auxiliary time exceptions.
  • Make intraday staffing recommendations to help balance customer demand with available resources across supported channels.
  • Coordinate real-time mitigation actions such as overtime, voluntary time off, schedule adjustments, and staffing reallocations when needed.
  • Communicate timely updates on service level risks, performance trends, and operational impacts to leaders and stakeholders.
  • Prepare and distribute intraday, daily, weekly, and monthly reports related to service level, occupancy, adherence, shrinkage, and other workforce metrics.
  • Analyze performance trends and document drivers affecting results to support forecasting, planning, and continuous improvement efforts.
  • Work closely with workforce management and operations teams to support process improvements, special projects, and other assigned responsibilities.

Core Competencies
  • Strong initiative and sound judgment in a fast-paced environment.
  • Effective time management and ability to work independently with minimal supervision.
  • Strong organizational skills with the ability to manage multiple priorities at once.
  • Professional verbal and written communication skills.
  • Strong problem-solving skills and attention to detail.
  • Adaptability, flexibility, and a collaborative team mindset.
  • Reliable attendance and consistent follow-through.

Required Qualifications
Education and Work Authorization
  • High school diploma or GED required.
  • U.S. Citizen or Green Card Holder Required

Experience
  • Previous call center experience required.
  • Advanced Microsoft Excel skills, including formulas and report creation.
  • Ability to analyze data, identify trends, and support forecasting decisions.
  • Strong attention to detail and a high level of accuracy.
  • Ability to multitask and remain focused while working with reports and real-time data for extended periods.
  • Professional work ethic and strong sense of accountability.

Preferred Qualifications
  • Workforce management experience is preferred
  • Experience with workforce management and contact center platforms such as IEX, CMS, Avaya, Symposium, Blue Pumpkin, or similar systems is considered an asset.
  • VBA or automation experience is also a plus.

Work Schedule
Must be available to work within operating hours of 8:00 AM to 8:00 PM, Monday through Friday, based on business needs and assigned schedule.
WHAT'S IN IT FOR YOU:
Join Our Team & Make an Impact! At Orion180, we don't just meet expectations, we exceed them. If you're ready to take your career to the next level and be part of a growing, forward-thinking company, apply today!
  • Dynamic Environment: On-site role with a fast-paced and collaborative team culture. Results-driven office where your contributions make a real impact.
  • Compensation: Competitive base pay and performance bonuses.
  • Career Growth: Mentorship, growth tracks, and professional development.
  • Benefits: Medical, dental, vision, 401k, paid holidays, PTO and more!

The office environment is fast-paced and collaborative. An employee must be willing and able to work their regularly assigned work schedule onsite, and in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.
While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (<25 lbs); and using standard office equipment such as computers, printers, and phones. In addition, there is an occasional need to bend, twist, or squat down to open/close cabinets and reach for files or other standard office-type objects.
Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Reasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email hr@orion180.com to request assistance.

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