Workforce Management Analyst

Workforce Management Real-Time Analyst### Workforce Management Real-Time Analyst Apply:
Oak Park Heights, MN:
Full time:
Posted Yesterday:
R-9009
** ANDERSEN CORPORATION

SUMMARY:

** At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.

Our portfolio of brands — Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ — is crafted to serve customers across the new residential, home improvement and light commercial building sector.

Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.
*
* JOB DESCRIPTION:

**** SUMMARY
* * The Real-Time Analyst (RTA) plays a critical role in ensuring optimal service levels and operational efficiency across contact center operations. This role is responsible for monitoring real-time performance, managing intraday staffing adjustments, and communicating with stakeholders to maintain alignment with service goals.
** PRIMARY RESPONSIBILITIES
*** Monitor ACD queues and performance metrics to ensure adherence to service level agreements (SLAs). Provide timely insights and alerts based on threshold breaches.
* Use WFM tools to forecast and adjust staffing plans proactively. Respond to real-time changes and deploy contingency plans during outages or BCP events.
* Initiate system checks at the start of the day and escalate critical issues. Track and report on the impact of outages or BCP scenarios in terms of hours lost and revenue impact.
* Generate and distribute start-of-day and end-of-day reports. Provide real-time updates and alerts to clients and operations teams. Participate in bridge calls and collaborate with stakeholders to ensure enterprise-level KPI delivery.
* Recommend and support the implementation of process enhancements and training initiatives based on operational insights and data analysis.
* Support special projects as assigned.
* Support additional tasks as assigned.
** QUALIFICATIONS AND SKILLS
*** Bachelor’s degree or equivalent experience preferred.
* Minimum 1 year of experience in a contact center environment.
* Strong analytical, mathematical, and investigative skills.
* Proficiency in Microsoft Excel (including pivot tables and formulas)
* Solid understanding of Microsoft Office Suite (Outlook, Word, and PowerPoint).
* Experience with WFM tools
* Excellent interpersonal and communication skills (written and verbal).
* Ability to prioritize, organize, and synthesize data from multiple sources.
** COMPENSATION
* * Pay is based on several factors, including but not limited to work experience, education, geographic location, certifications, etc. Your recruiter can share more about the specific compensation package for your preferred role during the hiring process.
** PAY RANGE:**$62,960.00 - $94,440.00
** CULTURE AND BENEFITS:
** At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window & door company. To support our employees, we provide a comprehensive Total Rewards Package – a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member’s wellbeing and success.

While specific benefits may vary by position or location, we’re proud to offer a comprehensive Total Rewards Package designed to support your well‐being, growth, and future. Our benefits include:  
* 401 (k) Plan, Employer Fixed Contributions & Company Matching
* Profit Sharing
** Medical, Dental and Vision Coverage
** Flexible Spending Accounts (FSAs) *, Health Savings Account (HSA) and Health…