About the position The WFM Systems Analyst & Real-Time Coordinator serves as the primary Subject Matter Expert for Workforce Management platforms. This role bridges technical system administration and live operational execution by monitoring real-time activities, troubleshooting application issues, and driving process automation to ensure optimal contact center performance. As a Professional within the Workforce Management team, you will apply your professional expertise to resolve a variety of Workforce Management issues. You are responsible for using knowledge of WFM principles, company procedures, and client requirements to solve common problems in resourceful and practical ways. In this role, you will determine your course of action based on established guidelines while modifying processes and methods to improve workforce efficiency and forecast accuracy.

Responsibilities

• Act as the lead technical SME for our internal WFM system, overseeing system implementations, upgrades, and optimal configurations to support staffing needs.
• Monitor inbound voice, email, and chat queues independently to ensure agent adherence and optimal coverage during peak intervals.
• Stabilize real-time metrics and identify opportunities to automate or improve existing workflows and scheduling rules.
• Act as the first line of defense for WFM application issues, researching root causes and implementing technical solutions with limited instruction on day-to-day work.
• Conduct business process evaluations and interview stakeholders to gather technical requirements for system enhancements or new toolsets.
• Operate with high autonomy during contact center hours (7 am – 8 pm) to make independent decisions regarding queue routing and staffing pivots.
• Create and maintain scheduling databases, providing regular reports to management on workload patterns and staff productivity.

Requirements

• Requires previous work experience in a related field, specifically 2+ years of technical WFM or contact center support experience.
• Proven proficiency with Calabrio (or comparable workforce management software) is required.
• You can exercise judgment within defined procedures and practices to determine appropriate actions for moderately complex problems.
• You excel at building productive internal and external working relationships to resolve mutual problems.
• You have the ability to analyze varied factors and data to solve problems and adapt existing approaches when necessary.
• You are skilled at exchanging technical information with colleagues, project leaders, and professional teams to build alignment.
• You are comfortable working independently, with work reviewed periodically based on defined procedures.

Nice-to-haves

• Experience with Cisco telephony, Tableau, or other comparable tools is highly desired.

Benefits

• Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Multiple medical plan options with mental health and wellness support offerings.
• 401(k) with company match and vesting after one year.
• $400 annual well-being stipend and tuition assistance up to $5,250.
• Recognition Rewards, Referral bonuses, exclusive discounts and more!