Workforce Management (WFM) Real-Time AnalystJ&B Medical Supply Co Inc • Wixom, MI, US
Workforce Management (WFM) Real-Time Analyst
J&B Medical Supply Co Inc • Wixom, MI, US
[job_card.30_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]1–3 years of experience in Workforce Management or Contact Center operations. Experience using RingCentral Contact Center WFM (or NICE inContact / CXone). Working knowledge of real-time metrics such as SLA, ASA, occupancy, shrinkage, and adherence. Strong analytical skills with the ability to make fast, data-informed decisions. Excellent verbal and written communication skills. Proficient in Microsoft Excel and familiar with workforce management reporting tools. Ability to work independently and collaboratively in a fast-paced, dynamic environment. Familiarity with service level agreements in omnichannel environments (voice, chat, email). Experience working with intraday re-forecasting and re-optimization tools. Prior experience in healthcare, insurance, or medical supply customer service environments a plus.
Job Description
Job Description
Description : About the Role
J&B Medical is seeking a detail-oriented and proactive WFM Real-Time Analyst to join our Workforce Management team supporting our RingCentral Contact Center. You will be responsible for monitoring intraday performance, managing real-time agent adherence, and responding to fluctuations in contact volume to ensure we meet our service level goals.
________________________________________
Key Responsibilities
- Monitor real-time call volume, AHT, shrinkage, and staffing using RingCentral WFM and related tools.
- Track and report on agent adherence, schedule compliance, and intraday staffing levels.
- Take immediate action to mitigate service level risks (e.g., adjusting breaks / lunches, recommending VTO / OT).
- Communicate intraday performance trends to operations and WFM leadership.
- Support execution of the daily staffing plan through real-time schedule management.
- Identify and escalate system issues, outages, or call routing anomalies.
- Assist in implementing real-time contingency plans during unexpected volume spikes or staffing shortages.
- Collaborate with scheduling and forecasting analysts to improve short-term planning accuracy.
- Maintain real-time dashboards and produce intraday performance reports.
- Participate in post-day analysis to refine intraday strategy and suggest process improvements.
Requirements : Qualifications
________________________________________
Preferred Qualifications
________________________________________
Apply Now
If you are passionate about contact center operations and ready to make a difference with real-time impact, we’d love to hear from you. Apply today and join our growing team at J&B Medical!
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Workforce Analyst • Wixom, MI, US
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