Workforce Optimization Real-Time Analyst

Brobston Group; Tracy (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

Brobston Group in Tracy, California is seeking a Workforce Optimization Real-Time Analyst to support the Customer Experience Team by monitoring inbound volumes and analyzing trends to optimize staffing, performance, and customer service.

The role requires collaborating across departments to forecast demand, adjust schedules, and communicate insights clearly. Flexibility for evenings, weekends, and holidays is expected as operations span multiple time zones.

Qualifications

• At least 2 years of experience in real-time analysis or workforce management.
• Strong listening, customer service, communication, and data interpretation skills.
• Ability to identify trends and communicate insights clearly to support timely decisions.
• Proficiency with workforce management software such as Teleopti or Verint.
• Experience with project management tools such as Excel, Monday.com, or Google Suite.
• Ability to work a flexible schedule, including some weekends, evenings, and holidays.

Responsibilities

• Monitor real-time inbound traffic and recommend staffing adjustments based on call volume, absenteeism, and other variables.
• Analyze daily and historical reports to identify call volume and staffing trends.
• Conduct root cause analysis to improve forecasting and scheduling outcomes.
• Partner cross-functionally on capacity-planning solutions.
• Support schedule changes and manage team member availability.
• Prioritize service quality in workforce optimization decisions.

Skills

Real-time analysis

Workforce management

Data interpretation

Listening

Customer service

Communication

Trend identification

Tools

Teleopti

Verint

Excel

Monday.com

Google Suite

Job description

Summary

The Workforce Optimization Real-Time Analyst supports the Customer Experience Team by monitoring inbound contact volumes and analyzing trends. The role provides recommendations to optimize staffing, performance, and customer experience.

Responsibilities

• Monitor real-time inbound traffic and recommend staffing adjustments based on call volume, absenteeism, and other variables.
• Analyze daily and historical reports to identify call volume and staffing trends.
• Conduct root cause analysis to improve forecasting and scheduling outcomes.
• Partner cross-functionally on capacity-planning solutions.
• Support schedule changes and manage team member availability.
• Prioritize service quality in workforce optimization decisions.

Requirements

• At least 2 years of experience in real-time analysis or workforce management, preferably in multi-location operations across time zones.
• Strong listening, customer service, communication, and data interpretation skills.
• Ability to identify trends and communicate insights clearly to support timely decisions.
• Proficiency with workforce management software such as Teleopti or Verint.
• Experience with project management tools such as Excel, Monday.com, or Google Suite.
• Ability to work a flexible schedule, including some weekends, evenings, and holidays.