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Workforce Management Real Time Analyst Jobs in Maryland

A&T Systems

Contact Center Manager

Annapolis, MD · On-site

... workforce planning to meet operational demands and contractual service levels. Monitor real-time ... analyses for client and leadership. Utilize workforce management principles to forecast call ...

A&T Systems

Contact Center Manager

Annapolis, MD · On-site

... workforce planning to meet operational demands and contractual service levels. Monitor real-time ... analyses for client and leadership. Utilize workforce management principles to forecast call ...

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Workforce Management Real Time Analyst information

See Maryland salary details

$37.4K

$94.7K

$167.4K

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

As of Aug 29, 2026, the average yearly pay for workforce management real time analyst in Maryland is $94,701.00, according to ZipRecruiter salary data. Most workers in this role earn between $55,300.00 and $128,600.00 per year, depending on experience, location, and employer.

What is a workforce management real time analyst?

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.

What are the 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 are the key skills and qualifications needed to thrive as a workforce management real time analyst?

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 popular job titles related to Workforce Management Real Time Analyst jobs in Maryland?

For Workforce Management Real Time Analyst jobs in Maryland, the most frequently searched job titles are:

What job categories do people searching Workforce Management Real Time Analyst jobs in Maryland look for?

The top searched job categories for Workforce Management Real Time Analyst jobs in Maryland are:

Workforce Management Real Time Analyst jobs near you
Infographic showing various Workforce Management Real Time Analyst job openings in Maryland as of August 2026, with employment types broken down into 94% Full Time, and 6% Part Time. Highlights an 88% In-person, and 12% Hybrid job distribution, with an average salary of $94,701 per year, or $45.5 per hour.

Workforce Manager - Forecasting and Real-Time Monitoring

Hagerstown, MD • On-site

Fiserv, Inc.
IT Services • 10K+ employees

7.7

Company rating: 7.7 out of 10

Based on 95 frontline employees who took The Breakroom Quiz

106th of 152 rated financial services

People enjoy working here

Good employer

Recommended by students

Learn more about Fiserv, Inc.external

$54K - $72K/yr

Full-time

Medical, Dental, Vision, Life, Retirement

Posted 16 days ago

Job description

Calling all innovators - find your future at Fiserv.
We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Workforce Manager - Forecasting and Real-Time Monitoring
About this role:
You will support contact center performance by developing forecasts, staffing models, and real-time monitoring insights that help teams meet service level and client commitments. In this role, you will partner with Operations, Scheduling, Real-Time, Reporting, and leadership teams to translate workload trends into staffing recommendations and operational actions. Your work will improve forecast accuracy, workforce visibility, and day-to-day decision-making.
What you'll do:
  • Develop short-term and long-term forecasts for contact volume, average handle time, shrinkage, service levels, and staffing requirements
  • Analyze historical trends, seasonality, business events, and operational drivers to identify forecast assumptions and future workload needs
  • Create and maintain daily, weekly, monthly, and intraday forecast models across queues, teams, and shifts
  • Partner with Operations and workforce partners to translate forecast outputs into staffing plans, hiring recommendations, overtime needs, and capacity assumptions
  • Monitor actual performance against forecast, identify variances, and provide root-cause analysis for gaps in volume, staffing, average handle time, and service levels
  • Support real-time monitoring by reviewing queue health, call traffic, skill balancing, adherence, and service level risks, and escalating issues as needed
  • Develop reports, dashboards, and workforce communications that provide timely insights to leadership and business partners
  • Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you'll need to have:
  • 4+ years of experience in workforce management, forecasting, capacity planning, contact center operations, or a related analytical role
  • 4+ years of experience analyzing workforce metrics such as call volume, average handle time, average speed of answer, service level, abandon rate, occupancy, shrinkage, adherence, and staffing requirements
  • Experience using Microsoft Excel for data analysis, including lookup functions, pivot tables, formulas, and reporting
  • Experience building forecasts, staffing models, capacity plans, or operational reporting using workforce management tools, telephony platforms, or similar technologies
  • Bachelor's degree in business, operations, analytics, finance, or a related field, or equivalent combination of education, related experience and/or military experience

Experience that would be great to have:
  • Experience using NICE IEX Workforce Management or similar workforce management platforms
  • Experience using Avaya CMS or similar contact center telephony and reporting tools
  • Experience partnering with Operations, Training, Scheduling, Reporting, and leadership teams in a contact center environment
  • Experience improving forecast accuracy, reporting efficiency, or workforce processes

How you'll work:
  • This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
  • This role requires use of a computer and audio equipment.

Sponsorship:
You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
Benefits at Fiserv:
  • Fuel Your Life program to support your physical, financial, social, and emotional well-being.
  • Paid holidays and generous time away policies.
  • No-cost mental health support through Employee Assistance Programs.
  • Living Proof program to recognize your peers' extra effort with points redeemable for rewards.
  • Eight Employee Resource Groups to foster a collaborative culture and expand your network.
  • Unparalleled professional growth with training, development, and internal mobility opportunities.
  • Medical, dental, vision, life, and disability insurance options available from day one.
  • Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
  • Tuition assistance and reimbursement program.
  • Paid parental and military leave.

Salary Range:
$54,000.00-$72,000.00
These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
Thank you for considering employment with Fiserv. Please:
  • Apply using your legal name
  • Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
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About Fiserv

Sourced by ZipRecruiter

Fiserv is a global leader in fintech and payments for over 35 years serving thousands of financial institutions and millions of businesses in more than 100 countries. Our Purpose is to deliver superior value for our clients through leading technology, targeted innovation, and excellence in everything we do as we process over 40% of the world's debit and credit transactions.

Industry

It services and software development

Company size

10,000+ Employees

Headquarters location

Brookfield, WI, US

Social media

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Benefits

Hours and flexibility

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