DVSM_Work Force Management_WFM Specialist 1

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Position Overview

The Real-Time Analyst will be responsible for monitoring, analyzing, and optimizing intraday performance metrics to ensure service level objectives are achieved. This role requires a balance of analytical insight, quick decision-making, and proactive communication to drive efficient resource utilization and exceptional customer experience.

You will work closely with Operations, Workforce Planning, and Reporting teams to deliver real-time visibility into performance and recommend actionable adjustments that keep our teams running smoothly.

Key Responsibilities

• Monitor and manage intraday performance across multiple queues, ensuring adherence to schedules and service levels.
• Identify and escalate anomalies in volume, handle time, or staffing that could impact KPIs.
• Execute real-time adjustments, such as skill changes, break reallocations, and overtime/undertime management.
• Communicate status updates and recommendations to Operations Leaders in a timely, data-driven manner.
• Collaborate with Workforce Planners to refine forecasting and scheduling accuracy based on intraday trends.
• Track and report key performance indicators (KPIs) including Service Level, AHT, Occupancy, Shrinkage, and Adherence.
• Support new initiatives by providing insights on volume trends, staffing efficiency, and performance optimization.
• Contribute to continuous improvement projects to enhance WFM tools, dashboards, and processes.

Qualifications

Required:

• Bachelor’s degree or equivalent work experience.
• 1–3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center Operations.
• Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys WFM, or similar).
• Strong analytical and problem-solving skills with high attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.

Preferred:

• Experience with data visualization tools (e.g., Power BI, Tableau, or Excel dashboards).
• Knowledge of contact center metrics and operations best practices.
• Flexibility to support 24/7 operations if needed (rotational shifts).

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!