Workforce Management Analyst

Workforce Management Real-Time Analyst

At Orion
180, we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.

We are looking to hire a Workforce Management Real-Time Analyst to join our fast-paced and growing Customer Experience Team!

The Workforce Management Real-Time Analyst is responsible for monitoring contact center performance in real time, managing intraday staffing, supporting schedule adherence, and helping the business meet service level and operational goals. This role partners closely with operations leadership to identify risks, recommend staffing actions, and communicate performance updates throughout the day.

• Monitor real-time contact center performance, including call volume, queue conditions, service levels, agent states, and backlog trends.
• Track schedule adherence and partner with operations leaders to address attendance, break, meal, and auxiliary time exceptions.
• Make intraday staffing recommendations to help balance customer demand with available resources across supported channels.
• Coordinate real-time mitigation actions such as overtime, voluntary time off, schedule adjustments, and staffing reallocations when needed.
• Communicate timely updates on service level risks, performance trends, and operational impacts to leaders and stakeholders.
• Prepare and distribute intraday, daily, weekly, and monthly reports related to service level, occupancy, adherence, shrinkage, and other workforce metrics.
• Analyze performance trends and document drivers affecting results to support forecasting, planning, and continuous improvement efforts.
• Work closely with workforce management and operations teams to support process improvements, special projects, and other assigned responsibilities.

• Strong initiative and sound judgment in a fast-paced environment.
• Effective time management and ability to work independently with minimal supervision.
• Strong organizational skills with the ability to manage multiple priorities at once.
• Professional verbal and written communication skills.
• Strong problem-solving skills and attention to detail.
• Adaptability, flexibility, and a collaborative team mindset.
• Reliable attendance and consistent follow-through.

Education and Work Authorization

• High school diploma or GED required.
• U.S. Citizen or Green Card Holder Required

Experience

• Previous call center experience required.
• Advanced Microsoft Excel skills, including formulas and report creation.
• Ability to analyze data, identify trends, and support forecasting decisions.
• Strong attention to detail and a high level of accuracy.
• Ability to multitask and remain focused while working with reports and real-time data for extended periods.
• Professional work ethic and strong sense of accountability.

• Workforce management experience is preferred
• Experience with workforce management and contact center platforms such as IEX, CMS, Avaya, Symposium, Blue Pumpkin, or similar systems is considered an asset.
• VBA or automation experience is also a plus.

Must be available to work within operating hours of 8:00 AM to 8:00 PM, Monday through Friday, based on business needs and assigned schedule.

The office environment is fast-paced and collaborative. An employee must be willing and able to work their regularly assigned work schedule onsite, and in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.

While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (