Live Operations & WFM Analyst

Brobston Group LLC; Irving (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Brobston Group LLC is seeking a Real-Time Analyst to ensure service reliability and profitability by monitoring performance across phone and chat channels. You will optimize intraday queue management, forecast staffing, and deliver real-time staffing adjustments to meet service levels.

Responsibilities include creating leadership dashboards from historical data, reporting, and coordinating with managers for coaching and system integrations, while maintaining accurate forecasts and KPIs.

Qualifications

• 3+ years in a contact center environment.
• 1+ years using WFM software for staffing and forecasting.
• Advanced Excel skills, including pivot tables and reporting.
• Strong written and verbal communication.
• Available weekends, evenings, and holidays.

Responsibilities

• Create advanced reporting and dashboards for leadership using historical data and forecasts.
• Monitor intraday queue performance and schedule adherence; live queue management.
• Prepare staff activity schedules to match forecasted volume and coach as needed.
• Build forecasts and project staffing using trends and data.
• Provide weekly and monthly performance data to stakeholders and support WFM tech integration.

Skills

Contact Center experience

Workforce Management

Excel and analytics

Communication skills

Multitasking and time management

Tools

WFM software

Job description

Brobston Group LLC is seeking a Real-Time Analyst to ensure service reliability and profitability by monitoring performance across phone and chat channels. You will optimize intraday queue management, forecast staffing, and deliver real-time staffing adjustments to meet service levels.

Responsibilities include creating leadership dashboards from historical data, reporting, and coordinating with managers for coaching and system integrations, while maintaining accurate forecasts and KPIs.