Talent.com
Workforce Management Analyst
Workforce Management AnalystLIGHTING STAFFING AGENCY • Coppell, Texas, USA
Workforce Management Analyst

Workforce Management Analyst

LIGHTING STAFFING AGENCY • Coppell, Texas, USA
[job_card.variable_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Summary :

We are seeking a proactive Workforce Management Real Time Analyst to optimize contact center performance. This role is crucial for real-time monitoring of service levels and agent productivity acting as a primary point of contact for leadership on scheduling skilling and queue health.

Note : This role requires a specific schedule :

  • Monday - Friday : 12 : 00 pm - 9 : 00 pm ET
  • Saturdays : 9 : 00 am - 5 : 00 pm ET
  • Includes Sundays off and one additional weekday off (Tuesday Wednesday or Thursday).

Key Responsibilities :

  • Monitor and manage real-time contact center metrics (call volumes AHT service levels) across all queues.
  • Analyze intraday trends to make proactive adjustments to routing and skill assignments.
  • Track and report on key intraday metrics providing insights to leadership.
  • Identify deviations recommend immediate actions and monitor agent adherence / productivity.
  • Coordinate offline activities and maintain accurate schedule data.
  • Perform root-cause analysis for service level misses and collaborate on future planning.
  • Communicate actionable recommendations to operations leaders.

    • Required Experience & Qualifications :

  • 3 years in a WFM-driven contact center environment with strong real-time operations experience.
  • Hands-on experience with WFM tools (e.g. Verint Aspect Calabrio Zoom WFM).
  • Proficiency with telephony platforms (e.g. Five9 Genesys NiCE TalkDesk Zoom Contact Center).
  • Excellent communication analytical and problem-solving skills.
  • Highly organized detail-oriented and adaptable to fast-paced environments.
  • Team-oriented with a positive attitude and commitment to continuous improvement.

    • Key Skills

    Active Directory,Customer Service,End user,Access Points,Deskside Support,Windows,SCCM,Troubleshoot,User Accounts,Desktop,PC,Backup,Setup,hardware,Technical Support

    Employment Type : Full Time

    Experience : years

    Vacancy : 1

    [job_alerts.create_a_job]

    Workforce Analyst • Coppell, Texas, USA

    [internal_linking.similar_jobs]
    Workforce Management Analyst

    Workforce Management Analyst

    Staffingine LLC • Coppell, Texas, USA
    [job_card.full_time]
    Job Title : Workforce Management Analyst.Monitor and manage real-time call center performance including call volumes AHT staffing levels and service levels across all queues to ensure targets ar...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Field Representative

    Field Representative

    RDSolutions formerly RetailData • Denton, TX, US
    [job_card.part_time]
    The retail industry continues to see unprecedented dynamics as it pivots to a true omni-channel shopping experience.Informed retailers are succeeding, and RDSolutions is providing them with the con...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Sr Director Analyst, Data Management and AI Enablement

    Sr Director Analyst, Data Management and AI Enablement

    Gartner • Irving, TX, United States
    [job_card.full_time]
    Data Management and AI Enablement.We are seeking an authoritative and strategically-minded Senior Director to be part of our premier research team dedicated to data management, AI enablement, and m...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Helium Business Analyst

    Helium Business Analyst

    Matheson Tri-Gas • Irving, TX, United States
    [job_card.full_time]
    JOB SUMMARY - Helium Business Analyst.Provide support for the proper management of the NST / MTG container fleet.Provide support to Global Helium sales Customer facing activities and data tracking.An...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Change Management Analyst

    Change Management Analyst

    Accenture Federal Services • Arlington, Texas, USA
    [job_card.full_time]
    At Accenture Federal Services nothing matters more than helping the US federal government make the nation stronger and safer and life better for 13000 people are united in a shared purpose to purs...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Workforce Management Forecast Specialist

    Workforce Management Forecast Specialist

    Resource Innovations • Arlington, TX, US
    [job_card.full_time]
    Workforce Management Forecast Specialist.Resource Innovations is seeking a Workforce Management Forecast Specialist to join our growing team in Salt Lake City. We are seeking a highly skilled and mo...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Remote Investment Analyst – AI Trainer ($50-$60 / hour)

    Remote Investment Analyst – AI Trainer ($50-$60 / hour)

    Data Annotation • Denton, Texas
    [filters.remote]
    [job_card.full_time] +1
    We are looking for a finance professional to join our team to train AI models.You will measure the progress of these AI chatbots, evaluate their logic, and solve problems to improve the quality of ...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Transaction Workflow Coordinator

    Transaction Workflow Coordinator

    CornerStone Staffing • Bedford, TX, US
    [job_card.full_time] +1
    TRANSACTION WORKFLOW COORDINATOR.Location : Bedford, TX | Onsite.Pay Range : $65,000 – $80,000 DOE.The Transaction Workflow Coordinator plays a critical role in ensuring seamless execution of high-va...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Remote Financial Analyst - AI Trainer ($150 per hour)

    Remote Financial Analyst - AI Trainer ($150 per hour)

    Mercor • Denton, Texas, US
    [filters.remote]
    [job_card.full_time]
    UK / Canada / Europe / Singapore / Dubai / Australia-based • •Investment Banking or Private Equity Experts • • for a research project with a leading foundational model AI lab. You are a good fit if you : - Have •...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Workforce Management Analyst

    Workforce Management Analyst

    First Cash, Inc. • Coppell, TX, US
    [job_card.full_time]
    The Workforce Management Analyst will support the performance and operational excellence of our multi-site, blended contact center environment. This role will play a pivotal part in optimizing staff...[show_more]
    [last_updated.last_updated_30]
    Bus Systems Analyst

    Bus Systems Analyst

    V2Soft • Farmers Branch, TX, US
    [job_card.full_time]
    V2Soft is a global leader in IT services and business solutions, delivering innovative and cost-effective technology solutions worldwide since 1998. We have headquarteerd in Bloomfiled Hills, MI and...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Sr. Compensation Analyst

    Sr. Compensation Analyst

    Michaels Stores • Irving, TX, US
    [job_card.full_time] +1
    Please note : This position is hybrid based in Irving, Texas and requires in-office attendance Monday through Thursday, with the option to work from home on Fridays • • •. Under the direction of the Dir...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Audit / Compliance Manager

    Audit / Compliance Manager

    Vaco by Highspring • Little Elm, Texas, United States
    [job_card.permanent]
    One of Vaco's longstanding clients in the healthcare space reached out to have us assist in finding an Audit / SOX Compliance Manager. This is a legacy client where we've placed multiple people with t...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Data Management Job Training Opportunity

    Data Management Job Training Opportunity

    Year Up United • Irving, TX, US
    [job_card.full_time]
    Year Up United is a one-year or less, intensive job training program that provides young adults with in-classroom skill development, access to internships and / or job placement services, and persona...[show_more]
    [last_updated.last_updated_30] • [promoted]
    AI Writing Reviewer - Remote

    AI Writing Reviewer - Remote

    Outlier • Denton, TX, United States
    [filters.remote]
    [job_card.full_time]
    Earn up to $15 / hour + performance bonuses.Outlier, a platform owned and operated by Scale AI, is looking for.If you're passionate about improving models and excited by the future of AI, this is you...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Senior Solutions Architect - Mid Market / General Business (Central)

    Senior Solutions Architect - Mid Market / General Business (Central)

    Elastic • Little Elm, TX, United States
    [job_card.full_time]
    Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale - unleashing the potential of businesses and people.The Elastic Search AI...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Application System Analyst II - IM Business

    Application System Analyst II - IM Business

    Christus Health • Coppell, TX, US
    [job_card.full_time]
    Description Summary : The Application System Analyst II serves as a liaison between system end-users (customers), operational leaders, additional support resources and vendors to design, build and o...[show_more]
    [last_updated.last_updated_variable_hours] • [promoted] • [new]
    Board Certified Behavior Analyst

    Board Certified Behavior Analyst

    Blazer Jobs • Lewisville, TX, US
    [job_card.full_time]
    Board Certified Behavior Analyst (BCBA) – Lewisville, TX (North DFW Area).Blazer Jobs is partnering with a supportive North DFW area school district to hire an experienced Board Certified Beh...[show_more]
    [last_updated.last_updated_30] • [promoted]