Workforce Management Analyst (Real Time Analyst) Coppell, TX

ESR Healthcare; Coppell (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

A healthcare analytics firm in Coppell, TX is seeking a Workforce Management Analyst to monitor and enhance real-time call center performance. This mid-senior level role requires 3+ years of contact center experience and proficiency with Workforce Management tools such as Verint and Zoom WFM. The ideal candidate will have strong analytical skills and the ability to thrive under pressure. The position includes responsibilities like analyzing call volumes and coordinating with operations for efficient staffing.

Qualifications

• 3+ years of contact center experience in a Workforce Management environment.
• Hands-on experience with Workforce Management tools.
• Strong understanding of real-time operations.

Responsibilities

• Monitor and manage real-time call center performance.
• Analyze intraday trends in call arrival patterns.
• Adjust routing strategies and skill assignments in real time.

Skills

Contact center experience

Workforce Management tools

Communication skills

Analytical skills

Problem-solving skills

Organizational skills

Tools

Verint

Zoom WFM

Genesys

Job description

Workforce Management Analyst (Real Time Analyst) Coppell, TX

Zoom Contact Center, Zoom WFM.

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Experience level: Mid-senior Experience required: 4 Years Education level: All education level Job function: Information Technology Industry: Accounting Pay rate : View hourly payrate Total position: 2 Relocation assistance: No Visa sponsorship eligibility: No

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Position Summary

As a Workforce Management Real Time Analyst supporting TaxWell, you will be part of the Workforce Management team and will be responsible for real-time monitoring to ensure optimum service levels and agent productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health.

Note: This individual selected will be required to work 12:00 pm to 9:00 pm ET Monday through Friday and 9:00 am to 5:00 pm on Saturdays. The schedule will include Sundays off as well as one day off during the week, either Tuesday, Wednesday or Thursday.

Responsibilities

• Monitor and manage real-time call center performance, including call volumes, AHT, staffing levels, and service levels across all queues to ensure targets are met.
• Analyze intraday trends in call arrival patterns, handle times, and agent availability to make proactive adjustments and maintain operational efficiency.
• Adjust routing strategies and skill assignments in real time to balance workload and optimize service delivery across channels and queues.
• Track and report key intraday metrics, including service level, occupancy, shrinkage, and adherence, providing timely updates and insights to leadership.
• Identify and elevate deviations from forecast or schedule, recommending immediate actions to mitigate service impacts.
• Monitor agent schedule adherence and productivity, promptly communicating non-adherence and performance concerns to team leaders.
• Coordinate with operations and support teams to plan and manage offline activities (training, meetings, coaching) without compromising service level goals.
• Maintain accurate schedule data by entering exceptions, managing schedule changes, and responding to ad hoc scheduling requests.
• Perform intraday analysis and root-cause evaluation for service level misses, system issues, or unexpected volume fluctuations.
• Collaborate with WFM forecasting and scheduling teams to provide feedback on intraday performance trends and future planning assumptions.
• Communicate actionable recommendations to operations leaders to drive continuous improvement in queue management and staffing optimization.
• Assist in developing and refining real-time procedures, tools, and reporting dashboards to enhance visibility and decision-making.
• Participate in post-day reviews and planning sessions to identify improvement opportunities for future intraday management.
• Perform other related duties as assigned, supporting the WFM team’s mission to deliver optimal customer and employee experiences.

Required Experience

Experience and Qualifications – Workforce Management Real-Time Analyst

• 3+ years of contact center experience in a Workforce Management (WFM)-driven environment, with a strong understanding of real-time operations and service delivery.
• Hands-on experience with Workforce Management tools such as Verint, Aspect, Calabrio, or Zoom WFM.
• Proficiency with telephony platforms such as Five9, Genesys, NiCE, TalkDesk, or Zoom Contact Center.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence positive outcomes.
• Strong analytical and mathematical aptitude, with the ability to interpret data and translate insights into actionable recommendations.
• Demonstrated problem-solving and troubleshooting skills, especially in fast-paced, dynamic environments.
• Highly organized and detail-oriented, with strong time management and multitasking abilities.
• Team-oriented mindset with a proven ability to work collaboratively toward shared goals, supporting peers and leaders as needed.
• Flexible and adaptable, able to adjust quickly to changing business priorities, intraday conditions, and system or staffing challenges.
• Positive, can-do attitude, with a strong desire to contribute, learn, and help others succeed.
• Thrives under pressure, maintaining focus and professionalism while meeting deadlines and service objectives.
• Commitment to continuous improvement, embracing feedback and new processes to enhance efficiency and service quality.