Workforce Management Real-Time Analyst

Responsibilities

• Monitor real-time contact center and pharmacy performance using Assembled, LivePerson, RxOs and Amazon Connect.
• This includes service levels, queue volumes, and agent adherence.
• Identify and communicate intra-day staffing gaps, risks, and opportunities to operations leadership.
• Execute real-time adjustments such as queue reassignments, break/lunch changes, overtime, or voluntary time off (VTO) to optimize staffing levels.
• Partner closely with Scheduling, Forecasting, and Operations teams to ensure alignment between planned and actual staffing needs.
• Maintain real-time tracking reports and dashboards to provide visibility into performance metrics and operational health.
• Escalate system outages, unexpected volume spikes, or staffing challenges and recommend mitigation strategies.
• Ensure adherence to schedules and communicate adherence concerns to leadership in a timely manner.
• Document real-time processes, playbooks, and best practices for consistent execution.
• Support continuous improvement efforts by identifying trends and recommending process or workflow enhancements.
• Participate in daily and weekly operational reviews to provide insights on performance drivers and variances.

Qualifications

• Experience with WFM tools such as Assembled (preferred) or similar platforms.
• Strong analytical skills with proficiency in Excel/Google Sheets; experience with SQL, Python, or data visualization tools (e.g., Tableau) is a plus.
• Excellent written and verbal communication skills; ability to clearly communicate real-time insights and recommendations to stakeholders.
• Ability to multitask, prioritize, and make quick decisions in a fast-paced, high-pressure environment.
• Detail-oriented, proactive, and highly adaptable with a strong sense of ownership.