Workforce Management Real Time Analyst

Victra - Verizon Authorized Retailer; Winterville (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k retirement plan

Tuition reimbursement

Employee discounts on Verizon services

Career pathing opportunities

Job summary

Victra - Verizon Authorized Retailer in Winterville, NC seeks a real-time Workforce Management (WFM) Analyst to monitor contact-center performance, manage alerts, and ensure operational continuity through proactive analysis and communication.

You will analyze KPIs like service levels, AHT, queue lengths, and agent availability, prepare dashboards, respond to alerts, and provide mid-day and end-of-day performance reports.

Qualifications

• Familiarity with real-time monitoring tools and dashboards is required.
• Strong attention to detail with analytical thinking.
• Able to communicate effectively under pressure.

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 escalate 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.

Skills

Real-time monitoring tools

Attention to detail

Effective communicator under pressure

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 elevate 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.