Workforce Management 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

Job Description

We are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. This role focuses on real-time workforce support, on-floor staffing coordination, and KPI monitoring to ensure service levels and operational goals are met in a dynamic 16\u00d77 environment.

Key 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.

Required Skills & Competencies

• 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.
• Working understanding of web technology and cable setup.
• High reliability in attendance, punctuality, and shift flexibility.
• Ability to work collaboratively while meeting defined timelines and service standards.
• Proactive mindset with willingness to take responsibility beyond assigned tasks.

Qualifications & Experience

• High school diploma or equivalent work experience preferred.
• Prior experience in Workforce Management, RTM, or Customer Operations is an advantage.
• Experience supporting 16\u00d77 operations preferred.
• Proficient in Excel

Compensation/Pay

• Starting at $13.50/hr

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.