About this role

Make an immediate impact by steering intraday performance in a fast-paced contact center environment. You will help teams stay balanced, informed, and ready for change through clear real-time actions and data-driven decisions. Join a workforce planning team where your analysis and leadership directly support customer outcomes.

As a Senior real-time workforce analyst in the Workforce planning team, you lead day-to-day intraday management across calls, chats, and back-office workloads. You serve as the primary point of contact for real-time performance decisions, coordinating actions with operations leaders to protect service levels and productivity. You also provide day-to-day guidance to real-time analysts to ensure consistent execution of processes and documentation, without formal people-management responsibilities.

Job responsibilities

- Monitor intraday service levels, volumes, and staffing performance across multiple work types (calls, chats, and back-office).
- Maintain and update intraday schedules, movements, and activity plans within agreed guardrails.
- Analyze intraday trends and drivers, identifying risks and recommending actions to stabilize performance.
- Coordinate off-phone activity participation (meetings, coaching, initiatives) to balance operational demand and delivery.
- Execute intraday request entry and workload segmentation within predefined guidelines.
- Lead daily intraday status discussions, clearly communicating risks, actions, and outcomes to partners.
- Provide initial troubleshooting support for business interruptions and escalate issues as needed, coordinating real-time communications.
- Coach and support real-time analysts on intraday decision-making, schedule maintenance, and documentation standards.
- Perform quality checks on intraday actions and logs, facilitating calibration to improve consistency and accuracy.
- Contribute to continuous improvement initiatives, including analysis and testing that supports routing and staffing effectiveness.

Required qualifications, capabilities and skills

- TBD years of experience performing real-time workforce analysis in a contact center and/or back-office operations environment.
- Experience using real-time monitoring tools and operational reports to manage intraday performance.
- Strong understanding of contact center operations, service level concepts, and workforce planning practices.
- Advanced proficiency in Microsoft Excel (data analysis, reporting, and structured problem solving).
- Strong quantitative analysis, critical thinking, and problem-solving skills.
- Ability to manage multiple tasks in a fast-paced, high-volume environment while maintaining accuracy and attention to detail.
- Strong written and verbal communication skills, including confidence leading operational discussions and influencing stakeholders.

Preferred qualifications, capabilities and skills

- Experience using workforce management software for real-time and scheduling activities (or equivalent tools).
- Experience providing informal leadership (coaching, training, mentoring, or serving as a subject matter resource).
- Ability to translate data into clear actions, trade-offs, and recommendations for non-technical partners.
- Familiarity with workforce planning platforms and practices across multiple functions.
- Experience supporting analysis, testing, and optimization for skills-based routing or similar intraday efficiency initiatives.

Work schedule
This is a rotational shift-based role that supports 24/7 coverage.