WFM Real-Time Analyst

Job Summary

A company is looking for a WFM Real-Time Analyst to support Workforce Management applications in a medium-sized Agent Contact Center.

Key Responsibilities

• Support the WFM team and contact center operations by maintaining forecasts, agent schedules, and reporting
• Monitor call volumes and staff availability to optimize resource schedules and ensure performance metrics are met
• Analyze agent schedule adherence issues and communicate with agents and supervisors regarding adjustments and performance improvements

Required Qualifications

• High school diploma or GED equivalent required; college degree preferred
• 3+ years of Workforce Management experience required
• Prior experience in medium to large call centers and WFM administrative support
• Proficient in Microsoft Office and experienced with WFM platforms (e.g., Verint, NICE InContact)
• Experience in highly regulated industries, such as Pharma, is a plus