Workforce Management Analyst

eClerx LLC; Fayetteville, Northern (NC, KY); Hybrid; USD 15,000 - 22,000; Full time

Job summary

eClerx LLC in Fayetteville, NC seeks a detail-oriented Workforce Management Analyst to support real-time staffing and KPI monitoring in a 16×7 environment.

You will coordinate with Operations Managers and Team Leads, monitor adherence to schedules and SLAs, manage agent breaks, and provide timely updates in client tools and internal systems, leveraging strong analytical and communication skills.

Qualifications

• Basic to intermediate knowledge of workforce management and real-time operations.
• Strong analytical, problem-solving, and root cause analysis skills.
• Able to learn processes quickly and adapt to ongoing business changes.
• Professional 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.

Responsibilities

• Support on-floor staffing activity planning and real-time workforce management.
• Monitor 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

Workforce management

Real-time operations

Analytical skills

Problem-solving

Adaptability

Communication

Web technology basics

Attendance reliability

Team collaboration

Proactive mindset

Education

High school diploma

Tools

Excel

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 16×7 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 16×7 operations preferred.
• Proficient in Excel

Compensation/Pay:

• Starting at $13.50/hr