Real-Time WFM Analyst – Hybrid Operations

Entergy; Little Rock (AR); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Entergy is seeking a Workforce Management Real-Time Analyst I, II or III to independently manage real-time workforce operations and staffing strategies. The role supports contact center performance goals, analyzes conditions, and collaborates with leadership to mitigate staffing risks.

The position requires a Bachelor’s degree or equivalent experience, with analytical skills and proficiency in Microsoft Office.

Qualifications

• Analytical skill set with advanced knowledge of Microsoft Office.

Responsibilities

• Real-Time Workforce Management: Monitor and manage service levels, staffing performance, occupancy, queue conditions, and customer demand in real time.
• Independently execute staffing adjustments to address changing business conditions.
• Coordinate staffing movements across business units, channels, and vendor partners.
• Workforce Planning and Scheduling Support: Support short-term forecasting and workload analysis activities.
• Reporting and Analysis: Develop and distribute workforce performance reports and dashboards.

Skills

Analytical skills

Microsoft Office

Education

Bachelor's Degree in technical or business-related field

Job description

Entergy is seeking a Workforce Management Real-Time Analyst I, II or III to independently manage real-time workforce operations and staffing strategies. The role supports contact center performance goals, analyzes conditions, and collaborates with leadership to mitigate staffing risks.

The position requires a Bachelor’s degree or equivalent experience, with analytical skills and proficiency in Microsoft Office.