Real-Time WFM Analyst: Optimize Contact Center Performance

J&B Medical Supply Co Inc; United States; On-site; USD 45,000 - 50,000; Full time

Job summary

J&B Medical is seeking a detail-oriented WFM Real-Time Analyst to join our Workforce Management team supporting our RingCentral Contact Center. You will monitor intraday performance and agent adherence to meet service levels.

Responsibilities include real-time scheduling, reporting dashboards, and rapid response to volume fluctuations, with collaboration across forecasting and scheduling teams in a fast-paced healthcare supply environment.

Qualifications

• 1–3 years of experience in Workforce Management or contact center operations.
• Experience using RingCentral Contact Center WFM (or NICE inContact/CXone).
• Working knowledge of real-time metrics such as SLA, ASA, occupancy, shrinkage, and adherence.
• 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, shrinkage, and staffing using RingCentral WFM and related tools.
• 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 escalation 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

Attention to detail

Strong communication

Teamwork

Tools

RingCentral WFM

NICE inContact/CXone

Job description

J&B Medical is seeking a detail-oriented WFM Real-Time Analyst to join our Workforce Management team supporting our RingCentral Contact Center. You will monitor intraday performance and agent adherence to meet service levels.

Responsibilities include real-time scheduling, reporting dashboards, and rapid response to volume fluctuations, with collaboration across forecasting and scheduling teams in a fast-paced healthcare supply environment.