Real-Time Analyst (WFM)

TL;DR

Real-Time Analyst (WFM): Managing CS Operations, Customer Experience, and Agent utilization through real-time performance management and analytics with an accent on intraday performance and service level optimization. Focus on executing countermeasures for service levels, managing staffing adjustments, and reporting on operational impacts.

Location: Richardson, TX

Company

hirify.global is a leading online retailer of pet food and supplies focused on providing high-quality customer service.

What you will do

• Analyze business activities in real-time to execute countermeasures that balance service levels and occupancy.
• Adjust staffing plans and coordinate with operations teams to achieve business objectives and SLAs.
• Deliver intraday performance reports, insights, and post-mortem analysis to drive continuous improvement.
• Manage real-time responses to technical outages, application failures, and facility closures.
• Monitor agent adherence and process real-time requests, including absenteeism and occurrence reporting.
• Collaborate with WFM teammates to innovate forecasting and planning executions.

Requirements

• Location: Must be based in Richardson, TX
• 2+ years of call center Workforce Management (WFM) experience.
• Strong competency in real-time management, including agent availability and capacity planning.
• Proficiency in Microsoft Office Suite for data manipulation and report visualization.
• Availability: Flexibility to work any shift in a 24x7 contact center environment
• Experience with WFM platforms such as Kronos, Verint, or NICE.

Nice to have

• Associate's degree or higher in Business Administration, Finance, or Statistics.
• Proficiency in data management tools including SQL, Python, VBA, and Tableau.
• Experience with advanced Excel features like macros and pivot charts.

Culture & Benefits

• Supportive work environment that emphasizes empathy, patience, and understanding.
• Commitment to continuous professional development and learning.
• Equal opportunity employer with a culture based on hirify.global Operating Principles.