Workforce Management Analyst

Our client, a leading accounting and tax software provider, is actively hiring a Workoce Management Analyst to join their team in San Diego, CA!

* This is a 1-month W2 contract with benefits and paid holidays offered!*

In this role, you will focus on real-time contact center performance monitoring and operational response
. You will analyze live and near-real-time data, detect performance risks, and drive rapid, data-backed recommendations to maintain service levels.

• Monitor real-time contact center performance dashboards and reports to identify service risks, volume spikes, and operational trends.
• Analyze live and intraday data to determine root causes of performance issues and provide actionable, time-sensitive recommendations.
• Lead cross-functional response efforts and deliver clear real-time status updates and improvement plans to senior leadership.

• 1+ years contact center experience.
• Experience with tools like Amazon Connect, Grafana, or similar.
• Knowledge of key metrics (AHT, Service Level, Abandon Rate) and basic data analysis skills.

Motion Recruitment Partners is an Equal Opportunity Employer, including disability/vets. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy.

Applicants need to make their needs known in advance.