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Workforce Management Real Time Analyst Jobs in Phoenix, AZ

MUFG Bank, Ltd.

Workforce Management, Analyst

Tempe, AZ · Hybrid

$81K - $95K/yr

The Workforce Management, Analyst within the Internal Audit function is responsible for supporting ... Monitor real-time operations to ensure service level targets are met. Provide direction and ...

Verra Mobility

Processing Analyst

Mesa, AZ

They serve as a primary point of contact for workforce management policies and are subject matter ... Oversee real-time response to events and incidents such as technical outages, application failures ...

XceedSearch.com

Be Seen First

Call Center Manager

Scottsdale, AZ · On-site

$70K - $98K/yr

Claims Specialist (CCaaS & Workforce Management) Location: Scottsdale, AZ | Work Schedule: Hybrid ... What You'll Do · Monitor real-time contact center performance, including service levels, call ...

New

Chubb

WFM Lead, NA Contact Center

Phoenix, AZ · On-site

This role reports to the AVP, Data & Workforce Analytics Manager and is an individual contributor ... Strong planning, time management and organizational skills * Strong understanding of key contact ...

Chubb

WFM Lead, NA Contact Center

Phoenix, AZ · On-site

This role reports to the AVP, Data & Workforce Analytics Manager and is an individual contributor ... Strong planning, time management and organizational skills * Strong understanding of key contact ...

Verra Mobility

Processing Analyst

Mesa, AZ · On-site

They serve as a primary point of contact for workforce management policies and are subject matter ... Oversee real-time response to events and incidents such as technical outages, application failures ...

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All JobsWorkforce Management Real Time Analyst JobsWorkforce Management Real Time Analyst Jobs in Phoenix, AZ

Workforce Management Real Time Analyst information

See Phoenix, AZ salary details

$38.2K

$96.9K

$171.3K

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

As of Aug 31, 2026, the average yearly pay for workforce management real time analyst in Phoenix, AZ is $96,884.00, according to ZipRecruiter salary data. Most workers in this role earn between $56,600.00 and $131,600.00 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 Phoenix, AZ?

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

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

The top searched job categories for Workforce Management Real Time Analyst jobs in Phoenix, AZ are:

Workforce Management Real Time Analyst jobs near you
Infographic showing various Workforce Management Real Time Analyst job openings in Phoenix, AZ as of August 2026, with employment types broken down into 94% Full Time, and 6% Contract. Highlights an 76% In-person, 12% Hybrid, and 12% Remote job distribution, with an average salary of $96,884 per year, or $46.6 per hour.

Workforce Management Real Time Specialist

Tempe, AZ • On-site

Consumer Cellular
Telecommunications • 1 - 5K employees

7.9

Company rating: 7.9 out of 10

Based on 36 frontline employees who took The Breakroom Quiz

30th of 101 rated telecommunications companies

People enjoy working here

Good employer

Paid breaks

Learn more about Consumer Cellularexternal

Full-time

Posted 6 days ago

Job description

Our Commitment to You
At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it.
All official communication from Consumer Cellular will come from a @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at talentacquisition@consumercellular.com.
Job Summary
The position of WFM Real Time Specialist is responsible for real-time intraday management of Consumer Cellular call center employees and call queues. You will help ensure smooth operations throughout each day and react promptly any unexpected outages or events. Duties include but aren't limited to:
Essential Duties and Responsibilities
  • Make Real-Time decisions to ensure that the site operations are in line with established service level goals.
  • Live monitoring of service queues for long calls, excessive aux time, etc.
  • Utilize call center tools to observe agents actual state compared to agents scheduled state and provide recommendations / take actions based on those observations.
  • Produce real-time reports and alerts throughout the day detailing service level and other key performance indicators.
  • Utilize trend analysis to make recommendations for improvements to service level and other key performance indicators.
  • Make changes to employee skilling to help meet service level goals.
  • Adhere to attendance and punctuality standards as set forth in the employee handbook.
  • Be objective, maintain confidentiality and partner across departments to meet and exceed our department objectives.
  • Additional duties and tasks assigned as needed.

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