Workforce Management - Real Time Analyst
Core
Central governance and forensic analysis of live workforce operations across multiple Lines of Business to ensure SLA preservation and operational stability.
Role type
Senior Workforce Management Real-Time Analyst (Operational Architect)
Builds
Standardized, fiscally sound control models and queue management playbooks for real-time levers
Domain
Healthcare staffing marketplace operations
Deliverable
dashboards & analysis
Required skills
Forensic data analysis, Business storytelling, Strategic judgment, Operational architecture, Systems fluency, Resilient mindset
Preferred skills
Google Sheets (advanced), Metabase, Amazon Connect, Zendesk Omnichannel routing, Assembled WFM
Responsibilities
Distill complex operational signals into high-impact narratives for leadership, Analyze long-term business trends and financial efficiency of SLA safeguarding, Conduct forensic audits of agent behaviors to eliminate capacity drains, Enact queue management playbooks for real-time levers, Partner with WFM to create feedback loops for planning and scheduling, Operate autonomously in a 24/7 environment to maintain live queue stability
Seniority
Senior, hands-on IC
