Workforce Management Real Time Analyst

Hunter Super Techs - TurnPoint; Winterville (NC); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Paid training

Health insurance

Dental insurance

Vision insurance

401k

Tuition reimbursement

Employee discounts

Career progression

Job summary

Hunter Super Techs - TurnPoint is seeking a Workforce Management specialist to monitor real-time contact center performance, prepare dashboards, and manage alerts to ensure operational continuity. The role emphasizes KPI tracking, incident response, and data-driven staffing decisions.

The ideal candidate will have strong analytical skills, attention to detail, and the ability to communicate under pressure to leadership.

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 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

Analytical thinking

Attention to detail

Communication 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 RoleMonitor 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 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.Qualifications· Familiarity with real-time monitoring tools and dashboards.· Strong attention to detail and analytical thinking.· Effective communicator under pressure.Preferred Skills5 years WFM experienceWhy 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 EMPLOYERWe'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.