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Analyst, WFM Real Time
Location
California
Posted
88 days ago
Salary
$53.2K - $79.8K / year
Seniority
Senior
Job Description
Analyst, WFM Real Time
Alignment Health
• Monitor real-time performance against key metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule Adherence • Compare actual workload and staffing to forecast and capacity plans; identify intraday variances and implement corrective actions • Manage real-time queue, skill, and routing adjustments (ring groups) to balance workload and optimize resource utilization • Coordinate with Operations to execute intraday actions such as overtime, VTO, off-phone adjustments, meetings, training, or break/lunch changes • Monitor and drive real-time adherence (RTA) to minimize unplanned shrinkage and ensure delivery of planned capacity • Identify and communicate adherence risks or behavioral trends impacting service performance • Perform intraday trend analysis of volume, handle time, and volume drivers • Provide timely and concise communication and actionable recommendations to Operations and the broader WFM team • Maintain intraday reporting and status updates on performance, risks, and mitigation actions • Create, maintain, and publish workforce schedules within WFM and ACD telephony platforms • Validate schedule integrity, staffing levels, and ring/skill group assignments
Job Requirements
- Required: Minimum 5 years in a contact center environment
- Minimum 3 years in Workforce Management, Real-Time
- Required: High School Diploma or GED
- Preferred: Bachelor’s degree or equivalent experience
- Required: Intraday management and service recovery strategies
- Understanding of Erlang-based staffing principles and interval planning
- Knowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracy
- Advanced Excel skills (data analysis, pivot tables, trend analysis)
- Ability to interpret interval-level performance data and translate insights into operational actions
- Strong problem-solving and decision-making in a high-volume, real-time environment
- Experience with WFM and telephony platforms (Talkdesk or equivalent)
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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