Workforce Management Analyst

Description

About the Role

J&B Medical is seeking a detail-oriented and proactive WFM Real-Time Analyst to join our Workforce Management team supporting our RingCentral Contact Center. You will be responsible for monitoring intraday performance, managing real-time agent adherence, and responding to fluctuations in contact volume to ensure we meet our service level goals.

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Key Responsibilities

• Monitor real-time call volume, AHT, shrinkage, and staffing using RingCentral WFM and related tools.
• Track and report on agent adherence, schedule compliance, and intraday staffing levels.
• Take immediate action to mitigate service level risks (e.g., adjusting breaks/lunches, recommending VTO/OT).
• Communicate intraday performance trends to operations and WFM leadership.
• Support execution of the daily staffing plan through real-time schedule management.
• Identify and escalation system issues, outages, or call routing anomalies.
• Assist in implementing real-time contingency plans during unexpected volume spikes or staffing shortages.
• Collaborate with scheduling and forecasting analysts to improve short-term planning accuracy.
• Maintain real-time dashboards and produce intraday performance reports.
• Participate in post-day analysis to refine intraday strategy and suggest process improvements.

Requirements

Qualifications

• 1–3 years of experience in Workforce Management or Contact Center operations.
• Experience using RingCentral Contact Center WFM (or NICE inContact/CXone).
• Working knowledge of real-time metrics such as SLA, ASA, occupancy, shrinkage, and adherence.
• Strong analytical skills with the ability to make fast, data-informed decisions.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Excel and familiar with workforce management reporting tools.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.

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Preferred Qualifications

• Familiarity with service level agreements in omnichannel environments (voice, chat, email).
• Experience working with intraday re-forecasting and re-optimization tools.
• Prior experience in healthcare, insurance, or medical supply customer service environments a plus.

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