We are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. This role focuses on real-time workforce support, on-floor staffing coordination, and KPI monitoring to ensure service levels and operational goals are met in a dynamic 16×7 environment. Key Responsibilities • Support on-floor staffing activity planning and real-time workforce management. • Perform real-time monitoring to ensure adherence to schedules and SLAs. • Manage agent breaks and real-time resource availability on the operations floor. • Monitor and help maintain key Workforce Management KPIs, including shrinkage and schedule adherence. • Coordinate and communicate effectively with Operations Managers and Team Leads. • Provide timely updates in internal systems and client tools. • Identify operational observations and ensure closed-loop communication with stakeholders. • Meet process expectations with high-quality standards and a strong sense of ownership. Required Skills & Competencies • Basic to intermediate knowledge of workforce management and real-time operations. • Strong analytical, problem-solving, and root cause analysis skills. • Ability to quickly learn processes and adapt to ongoing business changes. • Professional conduct with clear verbal and written communication skills. • Working understanding of web technology and cable setup. • High reliability in attendance, punctuality, and shift flexibility. • Ability to work collaboratively while meeting defined timelines and service standards. • Proactive mindset with willingness to take responsibility beyond assigned tasks. Qualifications & Experience • High school diploma or equivalent work experience preferred. • Prior experience in Workforce Management, RTM, or Customer Operations is an advantage. • Experience supporting 16×7 operations preferred. • Proficient in Excel Compensation/Pay: • Starting at $13.50/hr