Real-Time Workforce Analyst – WFM & Service Optimizer

Andersen Windows, Inc.; Oak Park Heights (MN); On-site; USD 63,000 - 94,000; Full time

Benefits offered by this job

401(k) Plan

Profit Sharing

Medical, Dental and Vision Coverage

Flexible Spending Accounts

Health Savings Account

Life Insurance

Paid Time Off & Paid Holidays

Paid Maternity Leave & Paid Parental)

Job summary

Andersen Corporation in Oak Park Heights, MN is hiring a Real-Time Analyst to monitor call center performance and adjust staffing in real time. You will analyze ACD queues, generate reports, and communicate with operations to maintain SLA adherence.

Ideal candidates have a Bachelor's degree or equivalent, at least 1 year in a contact center, strong Excel skills and experience with WFM tools. This role offers a comprehensive Total Rewards Package and competitive compensation.

Qualifications

• Bachelor's degree or equivalent experience required.
• 1 year of experience in a contact center preferred.

Responsibilities

• Monitor ACD queues and performance metrics to ensure SLA adherence.
• Provide real-time insights and alerts based on thresholds.
• Forecast and adjust staffing plans using WFM tools.
• Generate start-of-day and end-of-day reports and distribute updates.

Skills

Analytical thinking

Excel

WFM tools

Communication

Multitasking

Education

Bachelor's degree or equivalent experience

Tools

WFM software

Microsoft Office

Job description

Andersen Corporation in Oak Park Heights, MN is hiring a Real-Time Analyst to monitor call center performance and adjust staffing in real time. You will analyze ACD queues, generate reports, and communicate with operations to maintain SLA adherence.

Ideal candidates have a Bachelor's degree or equivalent, at least 1 year in a contact center, strong Excel skills and experience with WFM tools. This role offers a comprehensive Total Rewards Package and competitive compensation.