TP · 22 hours ago
Workforce Management (WFM) Real-Time Analyst
Metro Detroit, MI
Full-time
Onsite
Entry, Mid Level
2+ years expTP is seeking a Workforce Management (WFM) Real-Time Analyst to monitor, analyze, and present data related to contact center employee productivity and staffing levels. The role involves developing workforce management strategies, maintaining performance records, and collaborating with teams to implement process improvements in a fast-paced environment.
CRMCustomer ServiceOutsourcingTechnical Support
Hiring Manager
Meghan Welsh
Responsibilities
Develop and implement workforce management strategies to optimize staffing, scheduling and forecasting
Maintain accurate and up-to-date records of workforce performance of multiple contact centers and business units (departments)
Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement
Analyze interval and daily transaction volume (inbound, outbound), Average Handle Time (AHT), staffing and other contact center production metrics by group and report on actual vs. forecasted (phone, web, e-mail, fax, white mail, chat/messaging)
Responsible for maintaining occupancy goals by offering off-phone time to contact centers to distribute to advisors (voluntary time off (VTO), coaching, team meetings and/or case work etc.) Manage, track, monitor and report out on technical incidents
Perform various ad hoc analyses, formulate and present conclusions to management
Responsible for communicating with supplier partners’ traffic desks to ensure schedule adherence is being monitored and followed by Agents
Realtime schedule management o Coding team members out when out of office due to planned or unplanned events
Management of real-time schedule adherence o Monitoring queues and Agent state in real-time
Communicate any IT issues and direction/workarounds (turnaround times, scripting, etc.), complete Agent skill changes submitted by the supplier partners but also reviewing metrics and perform skill changes to leverage advisors into trained line of business to help support current queues (considered a Realtime play) etc
Qualification
Required
Bachelor's degree preferred or equivalent workforce management experience
2+ years of previous experience working in real-time adherence, forecasting, monitoring and analysis of customer contacts in a real-time contact center environment preferred
Handles work and relationships responsibly with professionalism and emotional intelligence; effectively manages emotions, welcomes and accepts feedback and owns opportunities
Highly innovative and creative thinker; considers the impact on customers in their decision-making process
Self-Motivated: Able to multi-task in busy surroundings and work effectively both independently and with other team members; takes initiative and thinks/acts proactively
Reliable and Flexible: Is willing to work a flexible work schedule and able to work in-office; must possess reliable transportation
Adapts to Change: Appreciates challenges and looks for new learning experiences; learns quickly and grasps new concepts and quickly applies them to the job
Performance does not deteriorate under stress; able to stay focused on the customer despite distractions
Excellent and professional communication skills, verbal and written
Ability to manage multiple activities at once in a high-pressure, fast-paced environment
Working knowledge of industry standard contact center technology (ACD, IVR, network features), reporting automation applications
Ability to prioritize effectively with a demonstrated history of independent decision-making capabilities and strong organizational skills
Able to work with others in a highly collaborative way, listen to others' input, values outside perspectives, continuously seeks feedback
Comprehensive understanding of contact center metrics
Computer literacy, technical aptitude, PC, word processing and spreadsheet experience required. Demonstrates the ability to handle visual monitoring and data entry simultaneously
Thorough knowledge of NICE IEX WFM application
Proficiency in Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), CCPulse, Siebel, SalesForce
Preferred
Technical or automotive experience a plus
Company
TP is a global digital business services company.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2.03B2025-01-15Post Ipo Debt· $514.85M
2023-11-16Post Ipo Debt· $1.52B
2007-01-18IPO
Leadership Team
Daniel Julien
Chairman and CEO
Miranda Collard
Chief Executive Officer- Americas | ExCom | Founder & Chair of TP Women | Board Member |
Recent News
2025-12-03
2025-11-25
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