Real-Time Workforce Management Analyst

Andersen Corporation; 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

FSAs/HSA/HRA

Life Insurance

Paid Time Off & Holidays

Paid Maternity Leave & Parental Leave

Career Growth Planning

Job summary

Andersen Corporation is seeking a Real-Time Analyst (RTA) to monitor real-time performance and manage intraday staffing for its contact center operations in Minnesota. You will communicate with stakeholders to align with service goals and drive enterprise KPI delivery.

The role requires a Bachelor's degree or equivalent experience, 1 year in a contact center, strong analytical skills, and proficiency with WFM tools and Microsoft Excel.

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 adherence to SLAs.
• Use WFM tools to forecast and adjust staffing plans proactively.
• Respond to real-time changes and deploy contingency plans during outages or BCP events.
• Generate and distribute start-of-day and end-of-day reports; provide real-time updates and alerts.
• Participate in bridge calls and collaborate with stakeholders to ensure KPI delivery.
• Recommend and support the implementation of process enhancements and training initiatives.
• Support additional tasks as assigned.

Skills

Analytical skills

Communication skills

Data synthesis

Education

Bachelor’s degree or equivalent experience preferred

Tools

WFM tools

Excel

Microsoft Office

Job description

Andersen Corporation is seeking a Real-Time Analyst (RTA) to monitor real-time performance and manage intraday staffing for its contact center operations in Minnesota. You will communicate with stakeholders to align with service goals and drive enterprise KPI delivery.

The role requires a Bachelor's degree or equivalent experience, 1 year in a contact center, strong analytical skills, and proficiency with WFM tools and Microsoft Excel.