Workforce Management

2 weeks ago

Wixom, Michigan, United States J&B Medical Full time
:

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.

________________________________________

Apply Now

If you are passionate about contact center operations and ready to make a difference with real-time impact, we'd love to hear from you. Apply today and join our growing team at J&B Medical

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