Real-Time WFM Analyst: Performance & Staffing Insights

Victra; Winterville (NC); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k

Tuition reimbursement

Employee discounts

Career pathing

Job summary

Victra in Winterville, NC is seeking a Workforce Management professional to monitor real-time contact center performance and ensure operational continuity.

You will prepare dashboards, track service levels, AHT, queue lengths, and agent availability, and respond to alerts by coordinating with supervisors and IT. This role emphasizes analysis and incident support, with proactive staffing adjustments and opportunities for career growth at Victra.

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 dashboards.
• Monitor KPIs such as service levels, AHT, queue lengths, and agent availability.
• Respond to alerts and escalate 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.

Skills

Real-time monitoring

Analytical thinking

Effective communication

Tools

Dashboards

Monitoring tools

Job description

Victra in Winterville, NC is seeking a Workforce Management professional to monitor real-time contact center performance and ensure operational continuity.

You will prepare dashboards, track service levels, AHT, queue lengths, and agent availability, and respond to alerts by coordinating with supervisors and IT. This role emphasizes analysis and incident support, with proactive staffing adjustments and opportunities for career growth at Victra.