Address: Coppell, TX 75099

Telephone: 901-207-8038

Email Address: smithassociates1725@gmail.com

Hours: Office Hours – 3:30 PM – 8:00 PM CST

As a Workforce Management Real Time Analyst supporting TaxWell, you will be part of the Workforce Management team and will be responsible for real-time monitoring to ensure optimum service levels and agent productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health.

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Position Title : Workforce Management Analyst (Real Time Analyst)
ATTENTION : ” $TOP PAY “(Interviewing Now)
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Location : Coppell, TX

Salary : Competitive

Experience level: Mid-senior
Experience required: 4 Years
Education level: All education level
Job function: Information Technology
Industry: Accounting
Total position: 2
Relocation assistance: No
Visa sponsorship eligibility: No

Position Summary :

As a Workforce Management Real Time Analyst supporting TaxWell, you will be
part of the Workforce Management team and will be responsible for real-time
monitoring to ensure optimum service levels and agent productivity. This role
serves as a point of contact for the leadership team regarding real-time
management, scheduling, skilling, and queue health.

Note: This individual selected will be required to work 12:00 pm to 9:00 pm ET
Monday through Friday and 9:00 am to 5:00 pm on Saturdays. The schedule will
include Sundays off as well as one day off during the week, either Tuesday,
Wednesday or Thursday.

Responsibilities :

– Monitor and manage real-time call center performance, including call volumes,
AHT, staffing levels, and service levels across all queues to ensure targets are met.
– Analyze intraday trends in call arrival patterns, handle times, and agent
availability to make proactive adjustments and maintain operational efficiency.
– Adjust routing strategies and skill assignments in real time to balance workload
and optimize service delivery across channels and queues.
– Track and report key intraday metrics, including service level, occupancy,
shrinkage, and adherence, providing timely updates and insights to leadership.
– Identify and escalate deviations from forecast or schedule, recommending
immediate actions to mitigate service impacts.
– Monitor agent schedule adherence and productivity, promptly communicating
non-adherence and performance concerns to team leaders.
– Coordinate with operations and support teams to plan and manage offline
activities (training, meetings, coaching) without compromising service level goals.
– Maintain accurate schedule data by entering exceptions, managing schedule
changes, and responding to ad hoc scheduling requests.
– Perform intraday analysis and root-cause evaluation for service level misses,
system issues, or unexpected volume fluctuations.
– Collaborate with WFM forecasting and scheduling teams to provide feedback
on intraday performance trends and future planning assumptions.
– Communicate actionable recommendations to operations leaders to drive
continuous improvement in queue management and staffing optimization.
– Assist in developing and refining real-time procedures, tools, and reporting
dashboards to enhance visibility and decision-making.
– Participate in post-day reviews and planning sessions to identify improvement
opportunities for future intraday management.
– Perform other related duties as assigned, supporting the WFM team’s mission
to deliver optimal customer and employee experiences.

Experience and Qualifications – Workforce Management Real-Time Analyst :

– 3+ years of contact center experience in a Workforce Management
(WFM)-driven environment, with a strong understanding of real-time
operations and service delivery.
– Hands-on experience with Workforce Management tools such as Verint,
Aspect, Calabrio, or Zoom WFM.
– Proficiency with telephony platforms such as Five9, Genesys, NiCE,
TalkDesk, or Zoom Contact Center.
– Excellent communication and interpersonal skills, with the ability to
collaborate effectively across teams and influence positive outcomes.
– Strong analytical and mathematical aptitude, with the ability to interpret data
and translate insights into actionable recommendations.
– Demonstrated problem-solving and troubleshooting skills, especially in
fast-paced, dynamic environments.
– Highly organized and detail-oriented, with strong time management and
multitasking abilities.
– Team-oriented mindset with a proven ability to work collaboratively toward
shared goals, supporting peers and leaders as needed.
– Flexible and adaptable, able to adjust quickly to changing business priorities,
intraday conditions, and system or staffing challenges.
– Positive, can-do attitude, with a strong desire to contribute, learn, and help
others succeed.
– Thrives under pressure, maintaining focus and professionalism while meeting
deadlines and service objectives.
– Commitment to continuous improvement, embracing feedback and new
processes to enhance efficiency and service quality.

For consideration you must act now, send resume to
smithassociates1725@gmail.com. Sincerely,

Gerald Smith

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