Workforce Management Real Time Analyst
Procore Technologies is seeking a Workforce Management Real Time Analyst to join their Customer Support Operations team. This role focuses on managing call center performance by utilizing forecasts, schedules, and real-time data to optimize staffing and enhance operational efficiency in a fast-paced environment.
Responsibilities
- Monitor real-time contact volume and performance in a multi-skill, fast-paced contact center environment
- Analyze forecasts, schedules, and live data to ensure service levels and production goals are met
- Utilize Workforce Management tools and historical trends to manage intra-day staffing levels
- Recommend and implement real-time staffing adjustments based on changing business needs
- Manage schedule exceptions, including time-off requests and shift changes for contact center agents
- Assess staffing availability for training, projects, and other business initiatives
- Develop and maintain reports to support operational insights and decision-making
- Support ad-hoc analysis and special projects as needed
Skills
- High school diploma or equivalent (GED) required
- Strong quantitative, analytical, and problem-solving skills
- Intermediate proficiency in Microsoft Excel
- Ability to proactively identify issues and recommend effective solutions
- Strong communication skills with the ability to collaborate across all levels of the organization
- Ability to make decisions under pressure in a fast-paced environment
- 1–2 years of Workforce Management or contact center operations experience preferred
- Experience with Workforce Management tools such as Calabrio (forecasting, scheduling, adherence) preferred
- Familiarity with platforms like Amazon Connect and Salesforce Omni Supervisor preferred
Benefits
- Equity Compensation
- Bonus Incentive Compensation
Company Overview