Real-Time WFM Analyst: Contact Center Optimization

J&B Medical; Wixom (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

J&B Medical in Wixom, MI seeks a detail-oriented WFM Real-Time Analyst for our RingCentral Contact Center. You will monitor intraday performance, manage real-time agent adherence, and respond to volume changes to meet service level goals.

Strong analytical skills, RingCentral WFM or NICE inContact/CXone experience, and Excel proficiency are required to act quickly on breaks, staffing, and contingency plans while collaborating with forecasting.

Qualifications

• 1–3 years of experience in Workforce Management or Contact Center operations.
• Experience using RingCentral Contact Center WFM (or NICE inContact/CXone).
• Strong analytical skills with the ability to make fast, data-informed decisions.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Excel and familiar with workforce management reporting tools.

Responsibilities

• Monitor real-time call volume, AHT, occupancy, and staffing using RingCentral WFM.
• Track and report on agent adherence, schedule compliance, and intraday staffing levels.
• Take immediate action to mitigate service level risks (e.g., adjusting breaks/lunches, recommending VTO/OT).
• Communicate intraday performance trends to operations and WFM leadership.
• Support execution of the daily staffing plan through real-time schedule management.
• Identify and elevate system issues, outages, or call routing anomalies.
• Assist in implementing real-time contingency plans during unexpected volume spikes or staffing shortages.
• Collaborate with scheduling and forecasting analysts to improve short-term planning accuracy.
• Maintain real-time dashboards and produce intraday performance reports.
• Participate in post-day analysis to refine intraday strategy and suggest process improvements.

Skills

Real-time analytics

Data-driven decisions

Excel proficiency

Communication skills

Tools

RingCentral WFM

NICE inContact/CXone

Job description

J&B Medical in Wixom, MI seeks a detail-oriented WFM Real-Time Analyst for our RingCentral Contact Center. You will monitor intraday performance, manage real-time agent adherence, and respond to volume changes to meet service level goals.

Strong analytical skills, RingCentral WFM or NICE inContact/CXone experience, and Excel proficiency are required to act quickly on breaks, staffing, and contingency plans while collaborating with forecasting.