WFM Central - Real Time Analyst
Core
Central governance layer for live operations across multiple Lines of Business, acting as an operational architect to diagnose business impact, identify root causes, and prescribe levers to preserve SLAs and customer experience.
Role type
Senior Workforce Management Real-Time Analyst (Operational Architect)
Builds
Standardized, fiscally sound control models and queue management playbooks for real-time levers across multiple LoBs
Domain
Healthcare staffing marketplace operations
Deliverable
dashboards & analysis
Required skills
Forensic analysis, Business-level analysis, Stakeholder storytelling, Operational control, Strategic planning, Systems fluency
Preferred skills
Google Sheets (expert), 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 optimization.
Seniority
Senior, hands-on IC
