Description
About the Role
J&B Medical is seeking a detail-oriented and proactive WFM Real-Time Analyst to join our Workforce Management team supporting our RingCentral Contact Center. You will be responsible for monitoring intraday performance, managing real-time agent adherence, and responding to fluctuations in contact volume to ensure we meet our service level goals.
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Key Responsibilities
- Monitor real-time call volume, AHT, shrinkage, and staffing using RingCentral WFM and related tools.
- Track and report on agent adherence, schedule compliance, and intraday staffing levels.
- Take immediate action to mitigate service level risks (e.g., adjusting breaks/lunches, recommending VTO/OT).
- Communicate intraday performance trends to operations and WFM leadership.
- Support execution of the daily staffing plan through real-time schedule management.
- Identify and escalate system issues, outages, or call routing anomalies.
- Assist in implementing real-time contingency plans during unexpected volume spikes or staffing shortages.
- Collaborate with scheduling and forecasting analysts to improve short-term planning accuracy.
- Maintain real-time dashboards and produce intraday performance reports.
- Participate in post-day analysis to refine intraday strategy and suggest process improvements.
Requirements
Qualifications
- 1–3 years of experience in Workforce Management or Contact Center operations.
- Experience using RingCentral Contact Center WFM (or NICE inContact/CXone).
- Working knowledge of real-time metrics such as SLA, ASA, occupancy, shrinkage, and adherence.
- Strong analytical skills with the ability to make fast, data-informed decisions.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Excel and familiar with workforce management reporting tools.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
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Preferred Qualifications
- Familiarity with service level agreements in omnichannel environments (voice, chat, email).
- Experience working with intraday re-forecasting and re-optimization tools.
- Prior experience in healthcare, insurance, or medical supply customer service environments a plus.
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Skills Required
- 1-3 years of experience in Workforce Management or Contact Center operations
- Experience using RingCentral Contact Center WFM or NICE inContact/CXone
- Working knowledge of SLA, ASA, occupancy, shrinkage, and adherence metrics
- Strong analytical skills and ability to make fast, data-informed decisions
- Excellent verbal and written communication skills
- Proficiency in Microsoft Excel and familiarity with workforce management reporting tools
- Ability to work independently and collaboratively in a fast-paced environment
- Familiarity with service level agreements in omnichannel environments
- Experience with intraday re-forecasting and re-optimization tools
- Prior experience in healthcare, insurance, or medical supply customer service environments
What We Do
J&B Medical Supply is a family-owned business that operates as a leading medical supplies delivery service, distributing a wide range of healthcare products, durable medical equipment, and related services.
