WFM Real-Time Analyst

Flex; Salt Lake City (UT); Hybrid; USD 72,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

Equity

401(k) plan

Unlimited PTO + holidays

Parental leave

Flex Cares Program

Free Flex subscription

Job summary

Flex is a NYC-based fintech company expanding its team with a Workforce Management Real-Time Analyst to oversee AI-powered anomaly detection and real-time decision-making across channels and BPO partners. The role emphasizes validation of AI outputs and precise, coordinated action in a fast-paced environment.

You will collaborate with Engineering, Product, Quality and Training to ensure accurate forecasts and staffing.

Qualifications

• 2+ years in a contact center environment.
• WFM Real-Time Analyst experience preferred.
• Proficient in WFM tools (Zendesk, Tymeshift, or similar).
• Familiarity with AI agent workflows and automation tooling.
• Ability to interpret, validate, and push back on AI-generated outputs.

Responsibilities

• Monitor and respond to real-time anomalies across all channels and BPO partners.
• Own staffing decisions using AI-generated SLA risk models and present recommendations to the Vendor Management team.
• Manage the exception queue, intervening on cases that require human judgment.
• Drive reporting by reviewing automatically generated reports for accuracy and adding operational context.
• Own the variance narrative, validating AI-flagged deviations and communicating findings to stakeholders.
• Serve as the first line of defense on emerging issues, surfacing signals to Vendor Operations leadership and CXPO partners.
• Operate at full intensity during Bill Pay cycles, managing surge staffing decisions and coordinated BPO response.

Skills

Real-Time Analysis

Contact Center

Data interpretation

Executive communication

Cross-functional collaboration

BPO coordination

AI workflows

Education

Bachelor’s degree

Tools

SQL

Data-analysis tools

Excel (Pivot Tables)

Job description

About The Job

Flex is a growth‑stage, NYC‑headquartered FinTech company creating the best rent payment experience. We’re here to change the fact that paying rent is still expensive, inflexible, and difficult. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. We are looking for motivated individuals to help us keep that mission growing. Will you be a part of the team?

About The Role

The Vendor Management team is seeking a sharp, action‑oriented Workforce Management Real‑Time Analyst to operate at the intersection of human judgment and AI‑powered intelligence. This is not a traditional monitoring role. In this environment, AI agents continuously ingest data across channels, BPO partners, and systems—surfacing anomalies, modeling risk, generating draft recommendations, and automating routine report outputs. The RTA’s value lies in operational validation, real‑time decision‑making, and translating AI‑surfaced insights into precise, coordinated action.

What You’ll Do

• Monitor and respond to real‑time anomalies across all channels and BPO partners.
• Own staffing decisions using AI‑generated SLA risk models and present recommendations to the Vendor Management team.
• Manage the exception queue, intervening on cases that require human judgment.
• Drive reporting by reviewing automatically generated reports for accuracy and adding operational context.
• Own the variance narrative, validating AI‑flagged deviations and communicating findings to stakeholders.
• Serve as the first line of defense on emerging issues, surfacing signals to Vendor Operations leadership and CXPO partners.
• Operate at full intensity during Bill Pay cycles, managing surge staffing decisions and coordinated BPO response.

Key Qualifications

• 2+ years in a contact center environment; previous WFM Real‑Time Analyst experience preferred.
• Proficiency in WFM tools (Zendesk, Tymeshift, or similar).
• Advanced Excel skills (pivot tables, complex formulas); SQL and data‑analysis tools a plus.
• Familiarity with AI agent workflows and automation tooling; direct experience working alongside AI‑powered systems in a contact center environment strongly preferred.
• Ability to interpret, validate, and push back on AI‑generated outputs—comfort with imperfect information is essential.
• Strong pattern recognition across volume, SLA, and quality dimensions.
• Ability to monitor AI channel performance indicators—containment rate, deflection, recontact patterns—and surface meaningful signal to CXPO partners.
• Clear, concise communicator—able to convey complex data insights to non‑technical stakeholders and produce exec‑ready handoff reports.
• Experience working across BPO partners and internal teams (Engineering, Product, Quality, Training).
• Bachelor’s degree in Business, Statistics, Mathematics, Operations, or related field.

Compensation

Tier 1 (NYC/Bay Area): $92,000—$115,000 USD. Tier 3 (Salt Lake City): $72,000—$90,000 USD. Compensation is commensurate with experience and our internal leveling guidelines, with a geographic pay differential based on a cost‑of‑labor index. Outside these cities, pay will be adjusted to align with local market conditions.

Benefits

• Competitive medical, dental, and vision.
• Company equity.
• 401(k) plan with company match.
• Unlimited paid time off + 13 company paid holidays.
• Parental leave.
• Flex Cares Program (non‑profit match + pet adoption coverage).
• Free Flex subscription.

Offices

Roles posted in New York, San Francisco, and Salt Lake City are hybrid positions with on‑site expectations of 2‑3 days per week in our local offices. For candidates outside these areas, relocation assistance may be available.

Life at Flex

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self‑aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada, and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. We take great pride in being an equal‑opportunity workplace.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected characteristic.