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Workforce Management Real Time Analyst Jobs (NOW HIRING)

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Workforce Management Specialist

Orem, UT · On-site

$20/hr

The Workforce Management Specialist is responsible for the day-to-day scheduling, forecasting, and ... analyzing trends in call volume, handle time, and staffing requirements Real-Time Management ...

Five9

Product Management Director - Workforce Engagement

$238K - $249K/yr

Design and oversee the development of core WFM capabilities including workforce forecasting, multi-skill scheduling, intraday management, real-time adherence, and performance analytics * Define ...

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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 24, 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
What cities are hiring for Workforce Management Real Time Analyst jobs? Cities with the most Workforce Management Real Time Analyst job openings:
What are the most commonly searched types of Workforce Management Real Time Analyst jobs? The most popular types of Workforce Management Real Time Analyst jobs are:
What states have the most Workforce Management Real Time Analyst jobs? States with the most job openings for Workforce Management Real Time Analyst jobs include:
What job categories do people searching Workforce Management Real Time Analyst jobs look for? The top searched job categories for Workforce Management Real Time Analyst jobs are:
Workforce Management Real Time Analyst jobs near you
Infographic showing various Workforce Management Real Time Analyst job openings in the United States as of July 2026, with employment types broken down into 2% Locum Tenens, 87% Full Time, 6% Part Time, 1% Temporary, and 4% Contract. Highlights an 83% Physical, 7% Hybrid, and 10% Remote job distribution, with an average salary of $97,576 per year, or $46.9 per hour.
Workforce Management Analyst II

Workforce Management Analyst II

System One

Baltimore, MD • Remote

Contractor

Medical, Dental, Vision, Life, Retirement

Posted 29 days ago

Job description

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) — REMOTE

Location: Remote (U.S.) — client site in Baltimore, MD (21224) Type: Contract-to-Hire (high possibility of extension) Schedule: 40 hours/week Pay (W2): USD 38.70/H

JOB OVERVIEW

In this role, you’ll support a Customer Service Center by analyzing historical call/transaction data and business drivers to forecast future workload trends and plan staffing levels. You’ll partner with business leaders to build capacity plans, create schedules, and respond to ad hoc workforce planning requests—ensuring strong coverage and service levels.

WHAT YOU’LL DO

  • Forecast call volume and staffing/resource needs (long-range capacity, day-of-week, and intraday forecasts).

  • Develop staffing plans and schedule recommendations to meet service objectives; continuously identify opportunities to improve staff levels, skill groups, and capacity plans.

  • Evaluate forecasting and scheduling performance and generate weekly schedules aligned to forecasted volumes and service level requirements.

  • Maintain scheduling/forecasting data integrity (headcount, schedule preferences, and related database inputs).

  • Design, build, and maintain reports/spreadsheets/databases tracking key service metrics; import data from other sources as needed.

  • Incorporate cyclical/periodic events into weekly, monthly, and annual workforce plans (including skill-based routing considerations).

  • Monitor and report schedule adherence.

  • Participate in forecasting/planning meetings; support special projects and assist with disaster recovery activities as needed.

REQUIRED QUALIFICATIONS

  • Bachelor’s degree, OR equivalent experience

    • In lieu of a Bachelor’s degree: additional 4 years of relevant experience (in addition to required experience)

  • 3+ years of experience in service center operations or scheduling/forecasting within a call center environment

  • Advanced Microsoft Excel (pivot tables, lookup functions, formulas, and data analysis techniques)

  • Strong analytical/problem-solving skills (trend identification, root cause analysis, actionable recommendations)

  • Workforce Management knowledge including forecasting, scheduling, capacity planning, shrinkage, and contact center KPIs (AHT, ASA, Service Level, Occupancy, Abandonment Rate)

  • Experience with WFM/contact center platforms such as Genesys Cloud, NICE IEX/CXone, or similar systems

  • Strong communication and stakeholder management skills (present findings, collaborate across teams, influence decisions)

NICE TO HAVE

  • Experience building automated reporting or dashboards (e.g., Access, advanced Excel modeling)

  • Experience supporting skills-based routing environments and multi-skill scheduling

  • Strong experience with adherence monitoring and shrinkage planning

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1