Workforce Management Analyst

J&B Medical; Wixom (MI); Vor Ort; USD 55.000 - 75.000; Vollzeit

Zusammenfassung

J&B Medical in Wixom, MI seeks a detail-oriented WFM Real-Time Analyst for our RingCentral Contact Center. You will monitor intraday performance, manage real-time agent adherence, and respond to volume changes to meet service level goals.

Strong analytical skills, RingCentral WFM or NICE inContact/CXone experience, and Excel proficiency are required to act quickly on breaks, staffing, and contingency plans while collaborating with forecasting.

Qualifikationen

• 1–3 years of experience in Workforce Management or Contact Center operations.
• Experience using RingCentral Contact Center WFM (or NICE inContact/CXone).
• Strong analytical skills with the ability to make fast, data-informed decisions.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Excel and familiar with workforce management reporting tools.

Aufgaben

• Monitor real-time call volume, AHT, occupancy, and staffing using RingCentral WFM.
• Track and report on agent adherence, schedule compliance, and intraday staffing levels.
• Take immediate action to mitigate service level risks (e.g., adjusting breaks/lunches, recommending VTO/OT).
• Communicate intraday performance trends to operations and WFM leadership.
• Support execution of the daily staffing plan through real-time schedule management.
• Identify and elevate system issues, outages, or call routing anomalies.
• Assist in implementing real-time contingency plans during unexpected volume spikes or staffing shortages.
• Collaborate with scheduling and forecasting analysts to improve short-term planning accuracy.
• Maintain real-time dashboards and produce intraday performance reports.
• Participate in post-day analysis to refine intraday strategy and suggest process improvements.

Kenntnisse

Real-time analytics

Data-driven decisions

Excel proficiency

Communication skills

Tools

RingCentral WFM

NICE inContact/CXone

Jobbeschreibung

About the Role

J&B Medical is seeking a detail-oriented and proactive WFM Real-Time Analyst to join our Workforce Management team supporting our RingCentral Contact Center. You will be responsible for monitoring intraday performance, managing real-time agent adherence, and responding to fluctuations in contact volume to ensure we meet our service level goals.

Key Responsibilities

• Monitor real-time call volume, AHT, shrinkage, and staffing using RingCentral WFM and related tools.
• Track and report on agent adherence, schedule compliance, and intraday staffing levels.
• Take immediate action to mitigate service level risks (e.g., adjusting breaks/lunches, recommending VTO/OT).
• Communicate intraday performance trends to operations and WFM leadership.
• Support execution of the daily staffing plan through real-time schedule management.
• Identify and elevate system issues, outages, or call routing anomalies.
• Assist in implementing real-time contingency plans during unexpected volume spikes or staffing shortages.
• Collaborate with scheduling and forecasting analysts to improve short-term planning accuracy.
• Maintain real-time dashboards and produce intraday performance reports.
• Participate in post-day analysis to refine intraday strategy and suggest process improvements.

Qualifications

• 1–3 years of experience in Workforce Management or Contact Center operations.
• Experience using RingCentral Contact Center WFM (or NICE inContact/CXone).
• Working knowledge of real-time metrics such as SLA, ASA, occupancy, shrinkage, and adherence.
• Strong analytical skills with the ability to make fast, data-informed decisions.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Excel and familiar with workforce management reporting tools.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Preferred Qualifications

• Familiarity with service level agreements in omnichannel environments (voice, chat, email).
• Experience working with intraday re-forecasting and re-optimization tools.
• Prior experience in healthcare, insurance, or medical supply customer service environments a plus.