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 ...
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 ...
Operations Associate II - PACT Workforce Management Real-Time Analyst
Mint Hill, NC · Remote
$28.55 - $42.85/hr
... real-time staff resources to meet projected contact center provided from the Workforce Analysts ... Manages several projects at the same time. * Trains teammates on various operational systems and/or ...
Operations Associate II - PACT Workforce Management Real-Time Analyst
Mint Hill, NC · Remote
$28.55 - $42.85/hr
... real-time staff resources to meet projected contact center provided from the Workforce Analysts ... Manages several projects at the same time. * Trains teammates on various operational systems and/or ...
Real Time Analyst (WFM)
Syracuse, NY · On-site
The Real Time Analyst (WFM) role involves monitoring and analyzing real-time alarm and call volume ... and Workforce management to enhance operational effectiveness. Responsibilities : • Closely ...
Real Time Analyst (WFM)
Syracuse, NY · On-site
The Real Time Analyst (WFM) role involves monitoring and analyzing real-time alarm and call volume ... and Workforce management to enhance operational effectiveness. Responsibilities : • Closely ...
Real Time Analyst (WFM)
Corona, CA · On-site
The Real Time Analyst (WFM) will monitor and analyze real-time alarm and call volume to optimize ... Workforce Management to develop solutions to business challenges that impact overall customer ...
Real Time Analyst (WFM)
Corona, CA · On-site
The Real Time Analyst (WFM) will monitor and analyze real-time alarm and call volume to optimize ... Workforce Management to develop solutions to business challenges that impact overall customer ...
Real Time Analyst (WFM)
Henderson, NV · On-site
$26 - $32/hr
The Real Time Analyst (WFM) monitors, analyzes, and modifies real-time alarm and call volume to ... Work collaboratively with Operations and Workforce management to steer towards operational ...
Quick apply
Real Time Analyst (WFM)
Henderson, NV · On-site
$26 - $32/hr
The Real Time Analyst (WFM) monitors, analyzes, and modifies real-time alarm and call volume to ... Work collaboratively with Operations and Workforce management to steer towards operational ...
Real Time Analyst (WFM)
$26 - $32/hr
The Real Time Analyst (WFM) monitors, analyzes, and modifies real-time alarm and call volume to ... Work collaboratively with Operations and Workforce management to steer towards operational ...
Quick apply
Real Time Analyst (WFM)
$26 - $32/hr
The Real Time Analyst (WFM) monitors, analyzes, and modifies real-time alarm and call volume to ... Work collaboratively with Operations and Workforce management to steer towards operational ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
As a Traffic Workforce Analyst at Spectrum, you will maximize occupancy and service levels through real-time and intraday analysis, responsive staffing management and coordination across ...
As a Traffic Workforce Analyst at Spectrum, you will maximize occupancy and service levels through real-time and intraday analysis, responsive staffing management and coordination across ...
Real Time Specialist Workforce Management
Charlotte, NC · On-site
$15/hr
As a Temporary Workforce Management Specialist- Real Time working Onsite in Charlotte, NC you'll be ... You'll analyze and compare staffing daily headcount to total headcount, how many people are ...
Real Time Specialist Workforce Management
Charlotte, NC · On-site
$15/hr
As a Temporary Workforce Management Specialist- Real Time working Onsite in Charlotte, NC you'll be ... You'll analyze and compare staffing daily headcount to total headcount, how many people are ...
Real Time Specialist, Workforce Management
Mcallen, TX · On-site
$17/hr
As a Workforce Management Specialist- Real Time working Onsite in McAllen TX you'll be a part of ... You'll analyze and compare staffing daily headcount to total headcount, how many people are ...
Real Time Specialist, Workforce Management
Mcallen, TX · On-site
$17/hr
As a Workforce Management Specialist- Real Time working Onsite in McAllen TX you'll be a part of ... You'll analyze and compare staffing daily headcount to total headcount, how many people are ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
Workforce Management Analyst
$68K - $75K/yr
Description Workforce Management Analyst Full-Time | Hybrid - Seattle, WA - Washington residency ... Make real-time, intraday adjustments to respond to spikes in demand or emergencies * Support surge ...
Workforce Management Analyst
$68K - $75K/yr
Description Workforce Management Analyst Full-Time | Hybrid - Seattle, WA - Washington residency ... Make real-time, intraday adjustments to respond to spikes in demand or emergencies * Support surge ...
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 ...
Quick apply
Apply Early
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
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 ...
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 ...
Workforce Management Real Time Analyst information
See salary details
$38.5K - $50.7K
6% of jobs
$59.6K is the 25th percentile. Wages below this are outliers.
$50.7K - $62.9K
26% of jobs
$62.9K - $75K
7% of jobs
The median wage is $86.1K / yr.
$75K - $87.2K
12% of jobs
$87.2K - $99.4K
18% of jobs
$99.4K - $111.6K
0% of jobs
$111.6K - $123.8K
5% of jobs
$124.4K is the 75th percentile. Wages above this are outliers.
$123.8K - $136K
10% of jobs
$136K - $148.1K
1% of jobs
$148.1K - $160.3K
14% of jobs
$160.3K - $172.5K
1% of jobs
$38.5K
$97.6K
$172.5K
How much do workforce management real time analyst jobs pay per year?
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.
Job description
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.
About NexRep
Sourced by ZipRecruiter
Industry
Personal services
Company size
201 - 500 Employees
Headquarters location
Portland, ME, US
Year founded
2009