Real-Time Workforce Coordinator & KPI Analyst

eClerx; Fayetteville (NC); On-site; USD 15,000 - 22,000; Full time

Job summary

eClerx seeks a detail-oriented Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. You will focus on real-time workforce support, on-floor staffing coordination, and KPI monitoring to meet service levels in a dynamic 16x7 environment.

Responsibilities include on-floor planning, real-time monitoring, agent breaks management, and KPI tracking. Strong analytical and communication skills are essential, with a proactive, ownership-focused mindset.

Qualifications

• Basic to intermediate knowledge of workforce management and real-time operations.
• Strong analytical, problem-solving, and root cause analysis skills.
• Ability to quickly learn processes and adapt to ongoing business changes.
• Professional conduct with clear verbal and written communication skills.

Responsibilities

• Support on-floor staffing activity planning and real-time workforce management.
• Perform real-time monitoring to ensure adherence to schedules and SLAs.
• Manage agent breaks and real-time resource availability on the operations floor.
• Monitor and help maintain key Workforce Management KPIs, including shrinkage and schedule adherence.
• Coordinate and communicate effectively with Operations Managers and Team Leads.
• Provide timely updates in internal systems and client tools.
• Identify operational observations and ensure closed-loop communication with stakeholders.
• Meet process expectations with high-quality standards and a strong sense of ownership.

Skills

Real-time operations

Analytical thinking

Problem solving

Communication skills

Learning agility

Team collaboration

On-floor staffing

KPI monitoring

Education

High school diploma or equivalent

Tools

Excel

Job description

eClerx seeks a detail-oriented Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. You will focus on real-time workforce support, on-floor staffing coordination, and KPI monitoring to meet service levels in a dynamic 16x7 environment.

Responsibilities include on-floor planning, real-time monitoring, agent breaks management, and KPI tracking. Strong analytical and communication skills are essential, with a proactive, ownership-focused mindset.