Workforce Management Real Time Analyst

Victra; Winterville (NC); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k

Tuition reimbursement

Employee discounts

Career pathing

Job summary

Victra in Winterville, NC is seeking a Workforce Management professional to monitor real-time contact center performance and ensure operational continuity.

You will prepare dashboards, track service levels, AHT, queue lengths, and agent availability, and respond to alerts by coordinating with supervisors and IT. This role emphasizes analysis and incident support, with proactive staffing adjustments and opportunities for career growth at Victra.

Qualifications

• Familiarity with real-time monitoring tools and dashboards.
• Strong attention to detail and analytical thinking.
• Effective communicator under pressure.

Responsibilities

• Conduct morning system checks and prepare dashboards.
• Monitor KPIs such as service levels, AHT, queue lengths, and agent availability.
• Respond to alerts and escalate to supervisors or IT as needed.
• Analyze trends and provide mid-day and end-of-day performance reports.
• Support incident management and troubleshoot system or staffing issues.
• Recommend real-time staffing adjustments to maintain service levels.
• Communicate performance risks and updates to leadership.
• Document incidents and contribute to continuous improvement initiatives.

Skills

Real-time monitoring

Analytical thinking

Effective communication

Tools

Dashboards

Monitoring tools

Job description

About Us:

We are a high-performing cellular phone retailer that thrives on smart innovation and strong execution. Our mission is to bring customers into our stores and help them upgrade to the latest and greatest product and services. We work closely with the brands we sell to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and boost sales.

About the Role

Monitor real-time contact center performance, manage alerts, and ensure operational continuity through proactive analysis and communication.

Key Responsibilities

• Conduct morning system checks and prepare performance dashboards.
• Monitor KPIs such as service levels, AHT, queue lengths, and agent availability.
• Respond to alerts and isolate issues to supervisors or IT as needed.
• Analyze trends and provide mid-day and end-of-day performance reports.
• Support incident management and troubleshoot system or staffing issues.
• Recommend real-time staffing adjustments to maintain service levels.
• Communicate performance risks and updates to leadership.
• Document incidents and contribute to continuous improvement initiatives.

Qualifications

• Familiarity with real-time monitoring tools and dashboards.
• Strong attention to detail and analytical thinking.
• Effective communicator under pressure.

Preferred Skills

• 5 years WFM experience

Why Join Us?

• Paid training and career development opportunities.
• Comprehensive health, dental, and vision insurance.
• 401k retirement plan.
• Tuition reimbursement.
• Employee discounts on Verizon services.
• Career pathing opportunities.

EQUAL OPPORTUNITY EMPLOYER

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.