WFM Real-Time Analyst

📋 Description

• Monitor real-time anomalies across channels and BPO partners.
• Review AI-generated variance; apply context; act with speed.
• Make real-time staffing decisions; validate SLA risk models; assemble OT recommendations.
• Manage the exception queue; intervene on cases needing human judgment.
• Drive and validate automated reports; share insights with stakeholders.
• Own the variance narrative; communicate findings to CXPO and partners.

🎯 Requirements

• 2+ years in a contact center; WFM real-time analyst experience preferred.
• Proficient with WFM tools (Zendesk, Tymeshift) and advanced Excel; SQL a plus.
• Familiar with AI agent workflows and automation in contact centers.
• Ability to interpret and validate AI outputs; comfortable with imperfect information.
• Experience monitoring AI channel metrics (containment, deflection, recontact).
• Bachelor's degree in Business/Statistics/Math/Operations or related field.

🎁 Benefits

• Competitive medical, dental, and vision coverage.
• Company equity.
• 401(k) with company match.
• Unlimited PTO and 13 paid holidays.
• Parental leave.
• Relocation assistance program where eligible.