Real-Time Workforce Analyst — Contact Center Optimization

Renewal by Andersen; Oak Park Heights (MN); On-site; USD 63,000 - 94,000; Full time

Benefits offered by this job

401(k) Plan, Employer Fixed Contribs

Profit Sharing

Medical/Dental/Vision

FSAs/HSA/HRA

Life Insurance

Paid Time Off & Holidays

Parental Leave

Career Growth Opportunities

Job summary

Andersen Corporation is seeking a Real-Time Analyst (RTA) to optimize contact center performance. This role monitors real-time metrics, adjusts intraday staffing, and communicates with stakeholders to stay aligned with service goals.

Responsibilities include monitoring queues, using WFM tools to forecast staffing, and reporting on outages and KPIs. The position emphasizes data-driven insights and collaboration across teams.

Qualifications

• Bachelor's degree or equivalent experience preferred.
• Minimum 1 year of experience in a contact center environment.
• Strong analytical, mathematical, and investigative skills.
• Proficiency in Microsoft Excel (including pivot tables and formulas)
• Solid understanding of Microsoft Office Suite (Outlook, Word, and PowerPoint).
• Experience with WFM tools
• Excellent interpersonal and communication skills (written and verbal).
• Ability to prioritize, organize, and synthesize data from multiple sources.

Responsibilities

• Monitor ACD queues and performance metrics to ensure SLA adherence and provide timely insights.
• Forecast and adjust staffing plans using WFM tools; respond to real-time changes.
• Initiate daily system checks and report outages/BCP impact in hours lost and revenue.
• Generate and distribute start-of-day and end-of-day reports and provide real-time updates.
• Support process enhancements and training initiatives from operational insights.
• Support special projects as assigned.
• Support additional tasks as assigned.

Skills

Bachelor's degree

1 year experience

Analytical skills

Excel proficiency

MS Office

WFM tools

Interpersonal skills

Data synthesis

Education

Bachelor's degree or equivalent experience

Tools

WFM tools

Job description

Andersen Corporation is seeking a Real-Time Analyst (RTA) to optimize contact center performance. This role monitors real-time metrics, adjusts intraday staffing, and communicates with stakeholders to stay aligned with service goals.

Responsibilities include monitoring queues, using WFM tools to forecast staffing, and reporting on outages and KPIs. The position emphasizes data-driven insights and collaboration across teams.