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Workforce Management Real Time Analyst Jobs (NOW HIRING)

Aquent

Workforce Management Analyst

Foster City, CA · On-site

$61.84 - $68.72/hr

Data Analysis & Reporting: Dive deep into operational and workforce-related datasets to uncover ... Experience working with Workforce Management platforms. * Experience building sophisticated ...

TPIS

Workforce Management Director

San Juan, PR · On-site

$70 - $80/hr

Workforce Management Director FULL TIME San Juan, PR, PR 24 days ago Requisition ID: 2155 Salary ... real-time operations, quality performance, operational analytics, and business partner oversight.

New

Telenor ASA

NY · On-site

$56.92 - $77.62/hr

... Management team inom Inhouse Customer Service . Så kommer du göra skillnad med oss I denna kombinerade roll som Real Time Manager/Workforce Manager är du en nyckelspelare i den dagliga driften av ...

New

Everise

Specialist - RTA

Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage ... Should know how to analyse performance data in real time. If you've got the skills to succeed and ...

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Workforce Management Real Time Analyst information

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

As of Sep 4, 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 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.

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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 August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 14% Part Time, and 2% Contract. Highlights an 89% Physical, 2% Hybrid, and 9% Remote job distribution, with an average salary of $97,576 per year, or $46.9 per hour.

Scheduler BR Workforce Management

acttoday

Blountville, TN • On-site

Full-time

Re-posted 22 days ago

Job description

Workforce Scheduler

Department: Workforce Management (WFM)
Reports To: Workforce Supervisor

Position Overview

The Workforce Scheduler is responsible for creating, maintaining, and optimizing staff schedules for a large call center of 12,000+ employees. This role ensures accurate scheduling to meet customer demand, achieve service level goals, and maintain compliance with labor agreements and company policies. The scheduler will collaborate with operations leaders and workforce management teams to balance efficiency, fairness, and employee satisfaction.

Key ResponsibilitiesScheduling & Shift Management

-Update and maintain Client IDPs

-Develop, publish, and maintain accurate employee schedules across multiple lines of business, shifts, and locations.
- Allocate shifts based on forecasted demand, staffing requirements, employee availability, and labor rules.
- Manage schedule changes, including shift swaps, time-off requests, overtime assignments, and exceptions.
- Ensure schedules comply with local labor laws, union agreements (if applicable), and company policies.

Real-Time Adjustments

- Monitor intraday performance and collaborate with real-time analysts to make adjustments to schedules as needed.
- Respond quickly to unexpected call volume spikes, absenteeism, or system outages by adjusting breaks, lunches, or reassigning staff.

Collaboration & Communication

- Partner with operations leaders, supervisors, and workforce planners to align schedules with staffing plans and service goals.
- Serve as a point of contact for scheduling-related questions and concerns from employees and managers.
- Communicate scheduling policies, guidelines, and updates clearly to employees and stakeholders.

Data Management & Reporting

- Maintain scheduling data within workforce management systems (e.g., NICE IEX, Verint, Aspect).
- Track schedule adherence, time-off balances, and exception codes.
- Produce reports on scheduling accuracy, utilization, and adherence to identify trends and opportunities for improvement.

QualificationsEducation & Experience

- High school diploma or equivalent required (Bachelor’s degree preferred).
- 2–4 years of experience in workforce scheduling, call center operations, or workforce management.
- Experience working in large-scale call centers (5,000+ employees preferred).

Skills & Competencies

- Proficiency in workforce management systems (e.g., NICE IEX, Verint, Aspect).
- Strong organizational skills with attention to detail and accuracy.
- Ability to balance operational needs with employee preferences fairly.
- Excellent communication and interpersonal skills.
- Strong problem-solving skills, with the ability to react quickly in a fast-paced environment.
- Intermediate to advanced Excel or reporting tool skills.

Key Performance Indicators (KPIs)

- Schedule accuracy and coverage percentage.
- Schedule adherence and shrinkage management.
- Overtime and under-time utilization.
- Employee satisfaction with scheduling processes.
- Service level consistency.

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