Description About the Role J&B Medical is seeking a detail-oriented and proactive WFM Real-Time Analyst to join our Workforce Management team supporting our RingCentral Contact Center. You will be responsible for monitoring intraday performance, managing real-time agent adherence, and responding to fluctuations in contact volume to ensure we meet our service level goals. ________________________________________ Key Responsibilities • Monitor real-time call volume, AHT, shrinkage, and staffing using RingCentral WFM and related tools. • Track and report on agent adherence, schedule compliance, and intraday staffing levels. • Take immediate action to mitigate service level risks (e.g., adjusting breaks/lunches, recommending VTO/OT). • Communicate intraday performance trends to operations and WFM leadership. • Support execution of the daily staffing plan through real-time schedule management. • Identify and escalate system issues, outages, or call routing anomalies. • Assist in implementing real-time contingency plans during unexpected volume spikes or staffing shortages. • Collaborate with scheduling and forecasting analysts to improve short-term planning accuracy. • Maintain real-time dashboards and produce intraday performance reports. • Participate in post-day analysis to refine intraday strategy and suggest process improvements. Requirements Qualifications • 1–3 years of experience in Workforce Management or Contact Center operations. • Experience using RingCentral Contact Center WFM (or NICE inContact/CXone). • Working knowledge of real-time metrics such as SLA, ASA, occupancy, shrinkage, and adherence. • Strong analytical skills with the ability to make fast, data-informed decisions. • Excellent verbal and written communication skills. • Proficient in Microsoft Excel and familiar with workforce management reporting tools. • Ability to work independently and collaboratively in a fast-paced, dynamic environment. ________________________________________ Preferred Qualifications • Familiarity with service level agreements in omnichannel environments (voice, chat, email). • Experience working with intraday re-forecasting and re-optimization tools. • Prior experience in healthcare, insurance, or medical supply customer service environments a plus. ________________________________________