Real-Time Workforce & Service Level Analyst

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

Benefits offered by this job

401(k) with matching

Profit sharing

Medical, dental, and vision coverage

Paid time off

Job summary

Andersen Corporation in Minnesota is seeking a Real-Time Analyst to monitor intraday contact center performance and adjust staffing to meet SLAs. You will generate reports, communicate updates to clients and operations, and support process improvements based on data analysis.

The role requires at least 1 year in a contact center, strong analytical skills, Excel proficiency, and experience with WFM tools. Strong communication and organizational abilities are essential to success in this role.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• Minimum 1 year of experience in a contact center environment.
• Proficiency in Microsoft Excel and Office Suite; strong analytical skills.
• Experience with WFM tools.

Responsibilities

• Monitor ACD queues and performance metrics to ensure SLA adherence.
• Forecast and adjust staffing plans using WFM tools.
• Initiate system checks and report outages/BCP impact.
• Generate and distribute start-of-day and end-of-day reports; provide real-time updates.
• Support process enhancements and training initiatives based on data analysis.
• Support special projects as assigned.
• Other tasks as assigned.

Skills

Analytical skills

Communication skills

Prioritization & organization

Problem solving

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Excel

WFM tools

Job description

Andersen Corporation in Minnesota is seeking a Real-Time Analyst to monitor intraday contact center performance and adjust staffing to meet SLAs. You will generate reports, communicate updates to clients and operations, and support process improvements based on data analysis.

The role requires at least 1 year in a contact center, strong analytical skills, Excel proficiency, and experience with WFM tools. Strong communication and organizational abilities are essential to success in this role.