Boise, ID · On-site
The Workforce Management Analyst II serves as the first line of defense to identify and resolve service-impacting issues and collaborates with operations to maintain optimal productivity and customer ...
Boise, ID · On-site
The Workforce Management Analyst II serves as the first line of defense to identify and resolve service-impacting issues and collaborates with operations to maintain optimal productivity and customer ...
Santa Fe, TX · On-site
Job Title: Workforce Management Analyst - Voice Operations Job Location: San Antonio, TX Project Duration: FULL TIME Role Summary The Workforce Management (WFM) Analyst will support endtoend ...
Santa Fe, TX · On-site
Job Title: Workforce Management Analyst - Voice Operations Job Location: San Antonio, TX Project Duration: FULL TIME Role Summary The Workforce Management (WFM) Analyst will support endtoend ...
$60K - $75K/yr
The Workforce Management Analyst supports the planning, analysis, and execution of workforce and operational initiatives across the organization. This role partners cross-functionally with corporate ...
$60K - $75K/yr
The Workforce Management Analyst supports the planning, analysis, and execution of workforce and operational initiatives across the organization. This role partners cross-functionally with corporate ...
Workforce Management Analyst Location(s): Baltimore, MD Job Summary: Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level ...
Workforce Management Analyst Location(s): Baltimore, MD Job Summary: Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level ...
$60K - $70K/yr
... Job Title Workforce Management Analyst City Remote Work Location Type Remote State Remote ... We hold that diversity is a key source of strength from which we will build a practice culture that ...
$60K - $70K/yr
... Job Title Workforce Management Analyst City Remote Work Location Type Remote State Remote ... We hold that diversity is a key source of strength from which we will build a practice culture that ...
San Francisco, CA · On-site +1
As a member of our Product Support team, the Workforce Management Analyst will help keep our support operations running day to day. Reporting to our Insights & WFM Manager, you'll own our workforce ...
San Francisco, CA · On-site +1
As a member of our Product Support team, the Workforce Management Analyst will help keep our support operations running day to day. Reporting to our Insights & WFM Manager, you'll own our workforce ...
$60K - $70K/yr
Partner with management and cross-functional teams to support workforce planning, operational ... We hold that diversity is a key source of strength from which we will build a practice culture that ...
$60K - $70K/yr
Partner with management and cross-functional teams to support workforce planning, operational ... We hold that diversity is a key source of strength from which we will build a practice culture that ...
Workforce Management Analyst Location: Las Vegas, Nevada Duration: 5 to 6 Months Mandatory: Must be able to type. Must have a thorough knowledge of the WFM processes including forecasting, scheduling ...
Workforce Management Analyst Location: Las Vegas, Nevada Duration: 5 to 6 Months Mandatory: Must be able to type. Must have a thorough knowledge of the WFM processes including forecasting, scheduling ...
$60K - $70K/yr
Partner with management and cross-functional teams to support workforce planning, operational ... We hold that diversity is a key source of strength from which we will build a practice culture that ...
$60K - $70K/yr
Partner with management and cross-functional teams to support workforce planning, operational ... We hold that diversity is a key source of strength from which we will build a practice culture that ...
$60K - $70K/yr
Partner with management and cross-functional teams to support workforce planning, operational ... We hold that diversity is a key source of strength from which we will build a practice culture that ...
$60K - $70K/yr
Partner with management and cross-functional teams to support workforce planning, operational ... We hold that diversity is a key source of strength from which we will build a practice culture that ...
Tampa, FL · Hybrid
$81K - $95K/yr
... culture to put people first, listen to new and diverse ideas and collaborate toward greater ... The Workforce Management, Analyst within the Internal Audit function is responsible for supporting ...
Tampa, FL · Hybrid
$81K - $95K/yr
... culture to put people first, listen to new and diverse ideas and collaborate toward greater ... The Workforce Management, Analyst within the Internal Audit function is responsible for supporting ...
Tempe, AZ · Hybrid
$81K - $95K/yr
... culture to put people first, listen to new and diverse ideas and collaborate toward greater ... The Workforce Management, Analyst within the Internal Audit function is responsible for supporting ...
Tempe, AZ · Hybrid
$81K - $95K/yr
... culture to put people first, listen to new and diverse ideas and collaborate toward greater ... The Workforce Management, Analyst within the Internal Audit function is responsible for supporting ...
Boise, ID · On-site
$27/hr
... Management, Finance, Analytics, or a related field preferred; equivalent education and relevant experience will be considered. * 3 to 7 years of experience in workforce planning, labor analysis ...
Quick apply
Boise, ID · On-site
$27/hr
... Management, Finance, Analytics, or a related field preferred; equivalent education and relevant experience will be considered. * 3 to 7 years of experience in workforce planning, labor analysis ...
Moore, OK · On-site
The Workforce Management Interface Analyst will partner with various Human Resources, Accounting, and Payroll/Tax groups to ensure that all interfaces are processed correctly and contain accurate ...
Moore, OK · On-site
The Workforce Management Interface Analyst will partner with various Human Resources, Accounting, and Payroll/Tax groups to ensure that all interfaces are processed correctly and contain accurate ...
... workforce management, scheduling, or real-time analysis. * Strong analytical and data ... first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing ...
... workforce management, scheduling, or real-time analysis. * Strong analytical and data ... first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing ...
The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: * 3 years in workforce management, scheduling, or real-time analysis. * Strong ...
Quick apply
The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: * 3 years in workforce management, scheduling, or real-time analysis. * Strong ...
Coppell, TX · On-site
Workforce Management Analyst Job Location: Coppell, TX Job Type: Contract * Monitor and manage real-time call center performance, including call volumes, AHT, staffing levels, and service levels ...
Quick apply
Coppell, TX · On-site
Workforce Management Analyst Job Location: Coppell, TX Job Type: Contract * Monitor and manage real-time call center performance, including call volumes, AHT, staffing levels, and service levels ...
Wichita, KS · On-site
... workforce management, scheduling, or real-time analysis. * Strong analytical and data ... first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing ...
Wichita, KS · On-site
... workforce management, scheduling, or real-time analysis. * Strong analytical and data ... first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing ...
PA · On-site
$60K/yr
Workforce Management Analyst - PS - West Norriton, PA, Monday to Friday, 8:00 AM to 5:00 PM Start time can be flexible Hybrid Schedule The Workforce Management Analyst is responsible for analyzing ...
PA · On-site
$60K/yr
Workforce Management Analyst - PS - West Norriton, PA, Monday to Friday, 8:00 AM to 5:00 PM Start time can be flexible Hybrid Schedule The Workforce Management Analyst is responsible for analyzing ...
MD · Remote
In this role, the Workforce Mgmt. Analyst II will partner with business leaders to develop staffing capacity as well as assist with ad hoc workforce planning analysis requests to ensure adequate ...
MD · Remote
In this role, the Workforce Mgmt. Analyst II will partner with business leaders to develop staffing capacity as well as assist with ad hoc workforce planning analysis requests to ensure adequate ...
Full-time
Posted 4 days ago
Summary:
The Workforce Management Analyst II is responsible for monitoring, analyzing, and reporting on intraday contact center performance. This role ensures that service levels and key performance indicators (KPIs) are met by managing staffing adherence, schedule compliance, and real-time queue health. The Workforce Management Analyst II serves as the first line of defense to identify and resolve service-impacting issues and collaborates with operations to maintain optimal productivity and customer experience.
Key Responsibilities:
Monitor real-time queues across all contact channels (calls, chats, emails, etc.) to ensure service level targets are met.
Track and report intraday performance against forecast and staffing plans.
Communicate with operations leadership regarding call volume fluctuations, staffing changes, or compliance issues.
Identify and escalate system outages, volume spikes, and staffing issues in a timely manner.
Make real-time decisions on off-phone activities (breaks, meetings, trainings, etc.) to maintain SLA targets.
Update agent schedules in workforce management systems to reflect real-time changes.
Document and report adherence trends, shrinkage, and agent availability.
Provide hourly/daily reports on interval performance and productivity metrics.
Participate in post-day reviews and assist with identifying opportunities for improvement.
Perform other duties as assigned to support the needs of the team.
Required Skills & Qualifications:
High school diploma or GED
2-4 years of workforce management or contact center experience, preferably in a real-time or scheduling role
Demonstrated expertise in key call center metrics, including Service Level, Adherence, ASA, AHT, Occupancy, and Shrinkage.
Skilled in using workforce management software such as NICE IEX, Verint, Genesys, or equivalent platforms.
Proven ability to make fast, data-driven decisions under pressure.
Exceptional communication and professionalism when collaborating with multiple departments.
Meticulous attention to detail, strong organizational abilities, and advanced proficiency in Excel.
About Integrity
Integrity is one of the nation's leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.
Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you'll love, and we'll love you back. We're proud of the work we do and the culture we've built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.
Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are - in person, over the phone or online. Integrity's employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.
Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.
