Workforce Management Real-Time Analyst

ADI Andersen Distribution, Inc.; Oak Park (IL); On-site; USD 63,000 - 94,000; Full time

Benefits offered by this job

401 (k) Plan, Employer Fixed Contribs

Profit Sharing

Medical, Dental and Vision Coverage

FSAs/HSA/HRA

Life Insurance

Paid Time Off & Holidays

Paid Parental Leave

Career Growth Planning

Job summary

Andersen Corporation in Oak Park, IL is seeking a Real-Time Analyst (RTA) to optimize service levels across our contact center. This role monitors real-time performance, manages intraday staffing adjustments, and communicates with stakeholders to ensure alignment with our service goals.

Key duties include monitoring ACD queues and SLA adherence, forecasting with WFM tools, generating start-of-day and end-of-day reports, and supporting process improvements to boost efficiency and revenue

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 1 year minimum in a contact center environment.
• Strong analytical and mathematical skills.

Responsibilities

• Monitor ACD queues and performance metrics to ensure SLA adherence and alert on threshold breaches.
• Use WFM tools to forecast and adjust staffing, responding to intraday changes.
• Run system checks at start of day and escalate critical issues; report outage impact.
• Generate start-of-day and end-of-day reports; provide real-time updates to clients and teams.
• Collaborate on bridge calls to ensure enterprise KPI delivery.
• Support process improvements and training initiatives from insights and data.
• Assist with special projects as assigned.

Skills

Analytical skills

Microsoft Excel

Office skills

WFM tools

Communication

Data synthesis

Education

Bachelor’s degree or equivalent experience

Tools

Excel

Outlook/Word/PowerPoint

WFM software

Job description

ANDERSEN CORPORATION SUMMARY

At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.

Our portfolio of brands — Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ — is crafted to serve customers across the new residential, home improvement and light commercial building sector.

Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.

JOB DESCRIPTION

SUMMARY

The Real-Time Analyst (RTA) plays a critical role in ensuring optimal service levels and operational efficiency across contact center operations. This role is responsible for monitoring real-time performance, managing intraday staffing adjustments, and communicating with stakeholders to maintain alignment with service goals.

PRIMARY RESPONSIBILITIES

- Monitor ACD queues and performance metrics to ensure adherence to service level agreements (SLAs). Provide timely insights and alerts based on threshold breaches.
- Use WFM tools to forecast and adjust staffing plans proactively. Respond to real-time changes and deploy contingency plans during outages or BCP events.
- Initiate system checks at the start of the day and
escalate critical issues. Track and report on the impact of outages or BCP scenarios in terms of hours lost and revenue impact.
- Generate and distribute start-of-day and end-of-day reports. Provide real-time updates and alerts to clients and operations teams. Participate in bridge calls and collaborate with stakeholders to ensure enterprise-level KPI delivery.
- Recommend and support the implementation of process enhancements and training initiatives based on operational insights and data analysis.
- Support special projects as assigned.
- Support additional tasks as assigned.

QUALIFICATIONS AND SKILLS

- Bachelor’s degree or equivalent experience preferred.
- Minimum 1 year of experience in a contact center environment.
- Strong analytical, mathematical, and investigative skills.
- Proficiency in Microsoft Excel (including pivot tables and formulas)
- Solid understanding of Microsoft Office Suite (Outlook, Word, and PowerPoint).
- Experience with WFM tools
- Excellent interpersonal and communication skills (written and verbal).
- Ability to prioritize, organize, and synthesize data from multiple sources.

COMPENSATION

Pay is based on several factors, including but not limited to work experience, education, geographic location, certifications, etc. Your recruiter can share more about the specific compensation package for your preferred role during the hiring process.

PAY RANGE

$62,960.00 - $94,440.00

CULTURE AND BENEFITS

At Andersen, we believe our people are at the heart of everything we do. Every day, our talent, dedication and passion enables us to be the most trusted window & door company. To support our employees, we provide a comprehensive Total Rewards Package – a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member’s wellbeing and success. While specific benefits may vary by position or location, we’re proud to offer a comprehensive Total Rewards Package designed to support your well‑being, growth, and future. Our benefits include:

• 401 (k) Plan, Employer Fixed Contributions & Company Matching
• Profit Sharing*
• Medical, Dental and Vision Coverage*
• Flexible Spending Accounts (FSAs)*, Health Savings Account (HSA) and Health Reimbursement Account (HRA)
• Life Insurance
• Paid Time Off & Paid Holidays
• Paid Maternity Leave & Paid Parental Leave*
• Career Growth Planning & Nationwide Career Opportunities

*For employees covered by a collective bargaining agreement, some benefits may differ or may not be available based on the terms of the agreement.

PROFIT SHARING

In 2026 Andersen has set a profit-sharing target of $3,600 per eligible employee, prorated as appropriate. Profit Sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

EEOC EMPLOYER

Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law. Andersen Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable federal, state and local laws.

If you need a reasonable accommodation to complete a job application, participate in a job interview, or engage in any part of the hiring process, please contact [e-mail] .

We look forward to seeing how your unique skills, background and experiences will inspire our team and