Real-Time WFM Analyst: Performance & Incidents

Hunter Super Techs - TurnPoint

Winterville (NC)

On-site

USD 65,000 - 95,000

Full time

5 days ago

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Benefits offered by this job

Paid training

Health insurance

Dental insurance

Vision insurance

401k

Tuition reimbursement

Employee discounts

Career progression

Job summary

Hunter Super Techs - TurnPoint is seeking a Workforce Management specialist to monitor real-time contact center performance, prepare dashboards, and manage alerts to ensure operational continuity. The role emphasizes KPI tracking, incident response, and data-driven staffing decisions.

The ideal candidate will have strong analytical skills, attention to detail, and the ability to communicate under pressure to leadership.

Qualifications

Familiarity with real-time monitoring tools and dashboards.
Strong attention to detail and analytical thinking.
Effective communicator under pressure.

Responsibilities

Conduct morning system checks and prepare performance dashboards.
Monitor KPIs such as service levels, AHT, queue lengths, and agent availability.
Respond to alerts and escalate issues to supervisors or IT as needed.
Analyze trends and provide mid-day and end-of-day performance reports.
Support incident management and troubleshoot system or staffing issues.
Recommend real-time staffing adjustments to maintain service levels.
Communicate performance risks and updates to leadership.
Document incidents and contribute to continuous improvement initiatives.