Workforce Analyst I

Make an immediate impact by steering intraday performance in a fast-paced contact center environment. You will help teams stay balanced, informed, and ready for change through clear real-time actions and data-driven decisions. Join a workforce planning team where your analysis and leadership directly support customer outcomes.
As a Senior real-time workforce analyst in the Workforce planning team, you lead day-to-day intraday management across calls, chats, and back-office workloads. You serve as the primary point of contact for real-time performance decisions, coordinating actions with operations leaders to protect service levels and productivity. You also provide day-to-day guidance to real-time analysts to ensure consistent execution of processes and documentation, without formal people-management responsibilities.
Job responsibilities
Monitor intraday service levels, volumes, and staffing performance across multiple work types (calls, chats, and back-office).
Maintain and update intraday schedules, movements, and activity plans within agreed guardrails.
Analyze intraday trends and drivers, identifying risks and recommending actions to stabilize performance.
Coordinate off-phone activity participation (meetings, coaching, initiatives) to balance operational demand and delivery.
Execute intraday request entry and workload segmentation within predefined guidelines.
Lead daily intraday status discussions, clearly communicating risks, actions, and outcomes to partners.
Provide initial troubleshooting support for business interruptions and escalate issues as needed, coordinating real-time communications.
Coach and support real-time analysts on intraday decision-making, schedule maintenance, and documentation standards.
Perform quality checks on intraday actions and logs, facilitating calibration to improve consistency and accuracy.
Contribute to continuous improvement initiatives, including analysis and testing that supports routing and staffing effectiveness.
Required qualifications, capabilities and skills
TBD years of experience performing real-time workforce analysis in a contact center and/or back-office operations environment.
Experience using real-time monitoring tools and operational reports to manage intraday performance.
Strong understanding of contact center operations, service level concepts, and workforce planning practices.
Advanced proficiency in Microsoft Excel (data analysis, reporting, and structured problem solving).
Strong quantitative analysis, critical thinking, and problem-solving skills.
Ability to manage multiple tasks in a fast-paced, high-volume environment while maintaining accuracy and attention to detail.
Strong written and verbal communication skills, including confidence leading operational discussions and influencing stakeholders.
Preferred qualifications, capabilities and skills
Experience using workforce management software for real-time and scheduling activities (or equivalent tools).
Experience providing informal leadership (coaching, training, mentoring, or serving as a subject matter resource).
Ability to translate data into clear actions, trade-offs, and recommendations for non-technical partners.
Familiarity with workforce planning platforms and practices across multiple functions.
Experience supporting analysis, testing, and optimization for skills-based routing or similar intraday efficiency initiatives.

Skills
Data Analysis, Excel, Documentation