Workforce Management Analyst
eClerxFayetteville, North Carolina, United States
Posted January 8, 2026
26000 - 26000 USD year
Full Time
About the Company
eClerx is a productized services company offering a wide range of solutions including financial services, digital analytics, CRM, and knowledge process outsourcing. With a focus on combining people, technology, and domain expertise, eClerx aims to set industry benchmarks for client service and innovation in technology, data analytics, and process management.
Job Description
We are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team.
Requirements
- Support on-floor staffing activity planning and real-time workforce management.
- Perform real-time monitoring to ensure adherence to schedules and SLAs.
- Manage agent breaks and real-time resource availability on the operations floor.
- Monitor and help maintain key Workforce Management KPIs, including shrinkage and schedule adherence.
- Coordinate and communicate effectively with Operations Managers and Team Leads.
- Provide timely updates in internal systems and client tools.
- Identify operational observations and ensure closed-loop communication with stakeholders.
- Meet process expectations with high-quality standards and a strong sense of ownership.
Benefits
- Competitive hourly wage