Real-time Analyst, Workforce Management

TL;DR

Real-time Analyst, Workforce Management: Maintain agent-level dashboards and real-time call queue monitoring, delivering accurate reporting on call handling effectiveness with an accent on real-time contact center metrics and staffing/service-level compliance. Focus on producing intraday and post-mortem management reports, analyzing forecasting deviations, and driving process improvements through cross-functional collaboration.

Location: Las Vegas, Nevada

Salary: $22-$26/ hour (DOE)

Company

hirify.global is a Buy Now Pay Later (BNPL) technology company building financial technology capabilities for consumers, merchants, and lenders.

What you will do

• Monitor real-time metrics (attendance & schedule adherence, AHT, ACD talk time, ACW) to ensure proper staffing and service level agreement compliance.
• Provide real-time performance reports and post-mortem reports to Operations leaders on an established cadence.
• Communicate intraday challenges impacting service levels and support required actions with Operations leaders.
• Produce and analyze management reports to support inbound and outbound operations.
• Collaborate with cross-functional teams to identify opportunities, implement solutions, and measure improvements.
• Analyze forecasting deviations and identify opportunities to improve contact center metrics; grow analytics skills in Excel and Google Sheets.

Requirements

• 6 months to 2+ years of experience in a call center, operations, or workforce management with a basic understanding of business unit operations and WFM methods.
• Experience with workforce management systems preferred; Verint scheduling experience is a plus (mention if applicable).
• Ability to identify process improvement opportunities, recognize patterns, and implement effective solutions.
• Knowledge of phone system reporting and scheduling tools such as Verint, NICE, IEX, Cisco, or Five9.
• Basic proficiency in Excel and Google Sheets.
• Ability to stand and walk throughout the call center for up to 3 hours per workday.

Culture & Benefits

• Health insurance options (Medical, Dental, Vision, Life, EAP, FSA) plus maternity leave.
• Newly added HSA and pet insurance.
• 401K plan with matching; 12 days of PTO in the first year with increases thereafter and holiday pay.
• Competitive pay and stock options; casual dress; cell phone stipend.
• Open door policy and open office floor plan; state-of-the-art customer care contact center.

Hiring process

• Interviews by phone, Zoom, or in person before any offer is made.