Intraday Analyst, Workforce Management

About the role

The Intraday Workforce Management Analyst (Real Time, Intra Day Plan) plays a critical role in ensuring operational performance through proactive workforce monitoring, schedule optimization, and business partnership. This role is responsible for overseeing intraday performance, identifying risks and opportunities, recommending staffing adjustments, and communicating actionable insights to leadership. The analyst serves as the operational bridge between Workforce Management and business leaders by translating workforce data into clear recommendations that support service, efficiency, and employee experience objectives. Through real-time monitoring, short-term planning, performance analysis, and ongoing optimization, the analyst helps ensure the organization effectively responds to changing business conditions while maintaining service commitments. This position requires strong analytical skills, proactive communication, sound judgment, and the ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Monitor real-time operational performance, staffing levels, and service metrics to identify risks and opportunities
• Analyze current and upcoming workload demands and recommend or execute staffing and schedule adjustments that support service delivery, operational efficiency, and business objectives
• Partner closely with operations leadership to respond to unexpected volume fluctuations, staffing gaps, and business disruptions
• Recommend schedule modifications and optimization opportunities to improve operational performance
• Support scheduling activities, including training, coaching, meetings, events, and other offline planning needs as needed while balancing operational requirements
• Review KPI patterns and identify opportunities for improvement
• Utilize workforce management data and reporting tools to support decision-making and continuous improvement initiatives
• Conduct retrospective and forward-looking analyses to communicate what happened, what is changing, and potential impacts to future performance
• Serve as a trusted workforce management partner to business leaders, providing proactive updates and recommendations regarding staffing, service performance, and operational health
• Participate in operational meetings to communicate workforce impacts, risks, and recommendations
• Facilitate cross-functional collaboration with operations, training, or other business partners
• Support maintenance of workforce management systems, reporting tools, and related processes, including user administration, data integrity, system enhancements, and documentation
• Identify and implement opportunities to improve workforce management processes, reporting, scheduling practices, and operational effectiveness
• Support special projects, pilot programs, technology implementations, and business initiatives that enhance workforce management capabilities and organizational performance

Requirements

• At least 1–2 years of Workforce Management, Data & Analytics (particularly in forecasting), or a related function
• Bachelor’s degree or equivalent experience
• Location: Offer is contingent upon successful background screening and agreement to be local to the Tempe, AZ or Fort Mill, SC office

Core Competencies

Technical & Analytical Skills

• Analytical and problem-solving abilities
• Ability to interpret workforce data and make actionable recommendations
• Ability to identify trends, root causes, and operational risks
• Excel skills, including charts, pivot tables, and complex logic-based formulas
• Ability to create PowerPoint decks to share findings
• Experience with using Tableau to aggregate and analyze data collected from various sources

Business & Communication Skills

• Verbal and written communication skills
• Ability to communicate and present workforce insights to leaders at various organizational levels
• Data storytelling and business acumen
• Ability to influence decisions through facts, analysis, and recommendations
• Demonstrated ability to manage multiple priorities in a dynamic environment

Behavioral Competencies

• Highly proactive, personable, and reliable self-starter who requires minimal management oversight for day-to-day work responsibilities
• Strong organizational and time-management skills
• Comfortable making decisions in ambiguous or rapidly changing situations
• Collaborative and solution-oriented mindset
• Continuous improvement focus with strong attention to detail
• Handle pressure well; you will be working with the senior team on advancing initiatives based on data and analysis you provide

Preferences: NICE CXOne and/or other ACD software; NICE WFM IEX, WebStation, Employee Engagement Manager or other workforce management software experience: EWFM, Aspect, Verint, Calabrio, Genesys; Tableau navigation knowledge or similar reporting program

Pay

$27.24–$45.36/hour. Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more.