Workforce Management Analyst

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. Compensation/Pay: * Pay rate will be $13.00/hr