Workforce Management Intraday Analyst I

We're looking for a Workforce Management Intraday Analyst to play a critical role in our real-time operations. Acting as the central point of control for intraday performance, you'll monitor contact centre activity, manage service risks, and coordinate rapid responses to operational challenges.

Requirements

• At least 1 years + experience in a real-time/command center or workforce management environment
• Strong understanding of contact center operations and intraday performance management
• Ability to interpret KPIs and proactively identify service risks
• Confident decision-making under pressure, especially during outages or service disruption
• Excellent communication skills with the ability to engage cross-functional stakeholders
• Strong collaboration skills across Operations, IT, and Leadership teams
• High proficiency in written and spoken English
• Calm and composed approach in high-pressure situations
• A proactive, solutions-focused mindset
• High attention to detail and accuracy
• Strong problem-solving and analytical thinking
• Ability to manage competing priorities in a fast-moving environment

Benefits

• Paid time off
• Retirement savings (e.g., 401k, pension schemes)
• Bonus/incentive eligibility
• Equity grants
• Employee stock purchase plan
• Competitive health benefits
• Parental leave