Remote Real-Time WFM Analyst (Night Shift)

Porch Group; United States; À distance; USD 7 200 - 10 000; Plein temps

Avantages offerts par ce poste

Night shift allowance

Medical insurance

Wellness program

Paid holidays

Résumé du poste

The Porch Group is seeking a Workforce Management Real-Time Analyst to drive real-time and intraday staffing, monitor KPIs, and optimize service levels across our operations. You will coordinate between operations, workforce planning, and leadership to drive efficiency and enhance customer experience.

You will oversee performance data, adjust schedules, and provide actionable insights to leadership while ensuring accurate WFM reporting.

Qualifications

• Experience with call center metrics (SLA, AHT, occupancy).
• Analytical and problem-solving skills.
• Strong written and verbal English communication.
• 1+ year in contact center or WFM environment.
• Experience with RingCentral or CXOne is mandatory.
• WFM tools (NICE, Verint, Genesys) preferred.
• Able to work overlapping US EST hours.

Responsabilités

• Monitor real-time performance and ensure alignment with targets.
• Manage intraday staffing and adjust schedules as needed.
• Track daily metrics and provide insights to leadership.
• Coordinate staffing with forecasted demand and operations.
• Execute contingency plans for volume or staffing changes.
• Analyze data and recommend improvements for efficiency.
• Facilitate real-time communication with stakeholders.
• Conduct root cause analysis on forecast variances.
• Manage schedule adjustments and escalations.
• Ensure accuracy and reliability of WFM reporting.

Connaissances

Call center metrics

Analytical skills

Organizational skills

Multitasking

Communication skills

Independent work

US-based teamwork

Formation

Bachelor’s degree or related coursework

Outils

RingCentral

CXOne

Excel

ACD systems (NICE Verint Genesys)

Description du poste

The Porch Group is seeking a Workforce Management Real-Time Analyst to drive real-time and intraday staffing, monitor KPIs, and optimize service levels across our operations. You will coordinate between operations, workforce planning, and leadership to drive efficiency and enhance customer experience.

You will oversee performance data, adjust schedules, and provide actionable insights to leadership while ensuring accurate WFM reporting.