Intraday Analyst, Workforce Management at Call the Car – Diamond Bar, California

BASIC JOB PURPOSE: Under the direction of the Customer Service Director, the Workforce Management Intraday Analyst plays a critical role in ensuring effective real-time operations within the Call Center. This position requires a high level of adaptability, as the ability to respond quickly and effectively to changing conditions, priorities, and business needs is essential. The WFM Intraday Analyst will be responsible for monitoring performance, optimizing staffing levels, and supporting the achievement of organizational objectives. In this role, the analyst will monitor contact center performance, evaluate staff efficiency, and make timely adjustments to maintain service level commitments. The ideal candidate demonstrates strong analytical skills, resilience, and the capacity to adapt to evolving strategies, operational trends, and areas of responsibility.

RESPONSIBILITES/DUTIES:

1. Monitors real-time adherence and manages incoming phone volume effectively.
2. Provides feedback and suggestions to leadership, ensuring all incoming/outgoing phone activity is working at the highest efficiency throughout the day.
3. Presents daily, biweekly, and monthly intra-day performance compared to historical trend reporting to leadership.
4. Logs call-outs, tardies, and requested Time Off by entering real-time exceptions into workforce management tracking system (absences, trainings, meetings, overtime, etc.).
5. Compares run-rate calculation forecasts to intra-day volumes to identify real-time trends.
6. Ensures a high standard of customer experience by working with Call Center leadership to meet agreed-upon SLAs.
7. Upholds the integrity of data in workforce management tools and related databases.
8. Coordinates with internal departments to manage outages and special campaigns to ensure required off-phone activities are prioritized accordingly within acceptable time frames.
9. Identifies changes in call volume and reallocates resources as needed by recommending real-time schedule changes and signifying efficiency opportunities.
10. Adheres to schedules in real-time by helping to alert or adjust for staff outages/shortages and unforeseen events.
11. Partners with floor managers to address any deviations from schedules including, but not limited to, tardies, early departures, and absences.
12. Performs all other duties and tasks as assigned.

PERFORMANCE REQUIREMENTS:

Knowledge, skills and abilities:

1. At least two (2+) years of experience in performing workforce/real-time management.
2. Previous team leader and/or supervisory experience are preferred.
3. Call Center experience working in the healthcare industry preferred.
4. Experience managing Five9 Cloud Contact Center software strongly preferred.
5. Availability to work occasional evenings, weekends, and holidays to meet deadlines.
6. Experience with Workforce Management software, including scheduling, performance tracking, and reporting; plus, a willingness to learn new software applications.
7. Demonstrates a strong understanding of optimizing work schedules, planning/forecasting staffing needs, and managing intra-day data to support Call Center operations.
8. Possesses strong, structured Excel skills (including a high proficiency in Excel formulas), and the ability to create, organize, and analyze data.
9. Ability to make complex decisions for varying situations, especially when encountering unforeseen events.
10. Excellent analytical, written, and verbal skills when communicating with all levels of leadership.
11. Strong attention to detail and timelines along with the ability to plan and organize well.
12. Works well under pressure in the face of changing priorities or simultaneous tasks.
13. Excellent customer service, problem-solving, and analytical skills, along with demonstrated ability to collaborate with multiple stakeholders.
14. Ability to work independently or with a team.
15. Must pass a Criminal Background Screening.
16. Must pass government exclusion list at time of hire and monthly thereafter.

TYPICAL WORKING CONDITIONS: The typical working condition for this position is on-site in an indoor office environment with controlled climate, lighting, and noise levels. The job may require extended periods of sitting, standing, kneeling, bending, and/or lifting of at least 25 lbs. The use of a computer or other office equipment(s) is also a requirement. Some evening, weekend, or holiday work and light travel may be necessary.