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Workforce Management Analyst
Workforce Management AnalysteClerx • Fayetteville, North Carolina, United States
Workforce Management Analyst

Workforce Management Analyst

eClerx • Fayetteville, North Carolina, United States
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

We are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. This role focuses on real-time workforce support, on-floor staffing coordination, and KPI monitoring to ensure service levels and operational goals are met in a dynamic 16×7 environment.

Key Responsibilities

  • Support on-floor staffing activity planning and real-time workforce management.
  • Perform real-time monitoring to ensure adherence to schedules and SLAs.
  • Manage agent breaks and real-time resource availability on the operations floor.
  • Monitor and help maintain key Workforce Management KPIs, including shrinkage and schedule adherence.
  • Coordinate and communicate effectively with Operations Managers and Team Leads.
  • Provide timely updates in internal systems and client tools.
  • Identify operational observations and ensure closed-loop communication with stakeholders.
  • Meet process expectations with high-quality standards and a strong sense of ownership.

Required Skills & Competencies

  • Basic to intermediate knowledge of workforce management and real-time operations.
  • Strong analytical, problem-solving, and root cause analysis skills.
  • Ability to quickly learn processes and adapt to ongoing business changes.
  • Professional conduct with clear verbal and written communication skills.
  • Working understanding of web technology and cable setup.
  • High reliability in attendance, punctuality, and shift flexibility.
  • Ability to work collaboratively while meeting defined timelines and service standards.
  • Proactive mindset with willingness to take responsibility beyond assigned tasks.

Qualifications & Experience

  • High school diploma or equivalent work experience preferred.
  • Prior experience in Workforce Management, RTM, or Customer Operations is an advantage.
  • Experience supporting 16×7 operations preferred.
  • Proficient in Excel

Compensation/Pay:

  • Staring at $13.00/hr

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Workforce Management Analyst • Fayetteville, North Carolina, United States

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