Real-Time Workforce Analyst – Contact Center

ADI Andersen Distribution, Inc.; Oak Park (IL); On-site; USD 63,000 - 94,000; Full time

Benefits offered by this job

401 (k) Plan, Employer Fixed Contribs

Profit Sharing

Medical, Dental and Vision Coverage

FSAs/HSA/HRA

Life Insurance

Paid Time Off & Holidays

Paid Parental Leave

Career Growth Planning

Job summary

Andersen Corporation in Oak Park, IL is seeking a Real-Time Analyst (RTA) to optimize service levels across our contact center. This role monitors real-time performance, manages intraday staffing adjustments, and communicates with stakeholders to ensure alignment with our service goals.

Key duties include monitoring ACD queues and SLA adherence, forecasting with WFM tools, generating start-of-day and end-of-day reports, and supporting process improvements to boost efficiency and revenue

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 1 year minimum in a contact center environment.
• Strong analytical and mathematical skills.

Responsibilities

• Monitor ACD queues and performance metrics to ensure SLA adherence and alert on threshold breaches.
• Use WFM tools to forecast and adjust staffing, responding to intraday changes.
• Run system checks at start of day and escalate critical issues; report outage impact.
• Generate start-of-day and end-of-day reports; provide real-time updates to clients and teams.
• Collaborate on bridge calls to ensure enterprise KPI delivery.
• Support process improvements and training initiatives from insights and data.
• Assist with special projects as assigned.

Skills

Analytical skills

Microsoft Excel

Office skills

WFM tools

Communication

Data synthesis

Education

Bachelor’s degree or equivalent experience

Tools

Excel

Outlook/Word/PowerPoint

WFM software

Job description

Andersen Corporation in Oak Park, IL is seeking a Real-Time Analyst (RTA) to optimize service levels across our contact center. This role monitors real-time performance, manages intraday staffing adjustments, and communicates with stakeholders to ensure alignment with our service goals.

Key duties include monitoring ACD queues and SLA adherence, forecasting with WFM tools, generating start-of-day and end-of-day reports, and supporting process improvements to boost efficiency and revenue