Associate WFM Analyst, LiveCall

The Associate WFM Analyst is responsible for monitoring and managing intraday performance across the contact center to ensure optimal service levels and adherence to staffing plans. This role requires strong analytical skills, proactive decision-making, and expertise in telephony and workforce management platforms.

Requirements

• Minimum 2 years in a real-time or workforce management role within a contact center environment.
• Hands-on experience with Five9 or similar telephony platforms and Verint Workforce Management software.
• Strong understanding of contact center KPIs (ASA, SL, AHT, shrinkage, occupancy).
• Proficiency in Microsoft Excel and reporting tools; familiarity with CRM systems is a plus.

Benefits

• Comprehensive medical, vision, dental, and life insurance
• AD&D, short-term and long-term disability insurance
• Sleep care management
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Commuter benefits
• 401(k)
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Tuition assistance
• Three weeks Paid Time Off (PTO) in the first year of employment
• 11 paid holidays plus 3 floating days
• 14 weeks of primary caregiver or two weeks of secondary caregiver leave