Workforce Management Analyst

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. ________________________________________