Workforce Management Real-Time Analyst

📋 Description

• Monitor real-time contact center and pharmacy performance using Assembled, LivePerson, RxOs and
• 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
• Partner closely with Scheduling, Forecasting, and Operations teams to ensure alignment between
• Maintain real-time tracking reports and dashboards to provide visibility into performance metrics
• Escalate system outages, unexpected volume spikes, or staffing challenges and recommend mitigation

🎯 Requirements

• 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
• Excellent written and verbal communication skills; ability to clearly communicate real-time
• Ability to multitask, prioritize, and make quick decisions in a fast-paced, high-pressure
• Detail-oriented, proactive, and highly adaptable with a strong sense of ownership.