Workforce Management Analyst; Time Analyst Coppell, TX

Workforce Management Analyst (Real Time Analyst) Coppell, TX

Zoom Contact Center, Zoom WFM.

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Experience level:
Mid-senior Experience required: 4 Years Education level:
All education level Job function:
Information Technology Industry: Accounting Pay rate :
View hourly payrate Total position: 2 Relocation assistance:
No Visa sponsorship eligibility:
No

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As a Workforce Management Real Time Analyst supporting Tax Well, you will be part of the Workforce Management team and will be responsible for real-time monitoring to ensure optimum service levels and agent productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health.

Note:

This individual selected will be required to work 12:00 pm to 9:00 pm ET Monday through Friday and 9:00 am to 5:00 pm on Saturdays. The schedule will include Sundays off as well as one day off during the week, either Tuesday, Wednesday or Thursday.

• Monitor and manage real-time call center performance, including call volumes, AHT, staffing levels, and service levels across all queues to ensure targets are met.
• Analyze intraday trends in call arrival patterns, handle times, and agent availability to make proactive adjustments and maintain operational efficiency.
• Adjust routing strategies and skill assignments in real time to balance workload and optimize service delivery across channels and queues.
• Track and report key intraday metrics, including service level, occupancy, shrinkage, and adherence, providing timely updates and insights to leadership.
• Identify and elevate deviations from forecast or schedule, recommending immediate actions to mitigate service impacts.
• Monitor agent schedule adherence and productivity, promptly communicating non-adherence and performance concerns to team leaders.
• Coordinate with operations and support teams to plan and manage offline activities (training, meetings, coaching) without compromising service level goals.
• Maintain accurate schedule data by entering exceptions, managing schedule changes, and responding to ad hoc scheduling requests.
• Perform intraday analysis and root-cause evaluation for service level misses, system issues, or unexpected volume fluctuations.
• Collaborate with WFM forecasting and scheduling teams to provide feedback on intraday performance trends and future planning assumptions.
• Communicate actionable recommendations to operations leaders to drive continuous improvement in queue management and staffing optimization.
• Assist in developing and refining real-time procedures, tools, and reporting dashboards to enhance visibility and decision-making.
• Participate in post-day reviews and planning sessions to identify improvement opportunities for future intraday management.
• Perform other related duties as assigned, supporting the WFM team’s mission to deliver optimal customer and employee experiences.

• 3+ years of contact center experience in a Workforce Management (WFM)-driven environment, with a strong understanding of real-time operations and service delivery.
• Hands-on experience with Workforce Management tools such as Verint, Aspect, Calabrio, or Zoom WFM.
• Proficiency with telephony platforms such as Five9, Genesys, NiCE, Talk Desk, or Zoom Contact Center.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence positive outcomes.
• Strong analytical and mathematical aptitude, with the ability to interpret data and translate insights into actionable recommendations.
• Demonstrated problem-solving and troubleshooting skills, especially in fast-paced, dynamic environments.
• Highly organized and detail-oriented, with strong time management and multitasking abilities.
• Team-oriented mindset with a proven ability to work collaboratively toward shared goals, supporting peers and leaders as needed.
• Flexible and adaptable, able to adjust quickly to changing business priorities, intraday conditions, and system or staffing challenges.
• Positive, can-do attitude, with a strong desire to contribute, learn, and help others succeed.
• Thrives under pressure, maintaining focus and professionalism while meeting deadlines and service objectives.
• Commitment to continuous improvement, embracing feedback and new processes to enhance efficiency and service quality.