Real-Time WFM Analyst – Scheduling & Forecasting

Alight Solutions; United States; Hybrid; USD 41,000 - 50,000; Full time

Benefits offered by this job

Flexible working arrangements

Wellbeing programs

Career growth opportunities

Job summary

Alight Solutions is seeking a WFM Real Time Analyst (RTA) to support daily task execution, scheduling, and calendar management for client work queues. You will ensure on-time appointments, adjust workloads, and help optimize service levels in a fast-paced environment.

The role requires strong math, Excel, and CRM skills with experience in call centers. Travel and video interviews may be involved. Background checks apply, and accommodations can be requested.

Qualifications

• Strong math aptitude.
• Proficient with Outlook, Lync, and CRM platforms.
• Intermediate Excel skills.
• Experience in an inbound or outbound call center.

Responsibilities

• Ongoing communication between team members and Operations Managers to complete workforce tasks within the team as needed.
• Execution of adding training, meetings, appointments to schedules and updating skills, etc.
• Produce and accountable for daily, weekly, monthly forecasted call volume, AHT, shrinkage
• Support Real Time Monitoring of appointments and ensure they are not late or missed on rotation scheduled daily.
• Monitor intraday delivery for all clients and recommend actions team should take on inbound and outbound activity.
• Process PTO, early leave requests in Microsoft CRM platform and IEX
• Level/smooth appointments for agents
• Support for any adhoc reporting within the CRM platform
• Oversight of skill routing on team with skill audits and skill optimization
• Monitor and recommend actions to enable teams to meet Service Level Goals

Skills

Strong math aptitude

Intermediate Excel skills

Experience in inbound/outbound call中心

Tools

Outlook

Lync

CRM platforms

Job description

Alight Solutions is seeking a WFM Real Time Analyst (RTA) to support daily task execution, scheduling, and calendar management for client work queues. You will ensure on-time appointments, adjust workloads, and help optimize service levels in a fast-paced environment.

The role requires strong math, Excel, and CRM skills with experience in call centers. Travel and video interviews may be involved. Background checks apply, and accommodations can be requested.