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eClerx · 22 hours ago

Workforce Management Analyst

235 N McPherson Church Rd, Fayetteville, NC, 28303, US

Full-time

Onsite

New Grad, Entry Level

$13/hr - $13/hr

eClerx is a global leader in productized services, and they are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. This role focuses on real-time workforce support, on-floor staffing coordination, and KPI monitoring to ensure service levels and operational goals are met in a dynamic 16×7 environment.

AccountingAnalyticsContentDigital MarketingFinancial Services

Responsibilities

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

Qualification

Workforce ManagementAnalytical skillsReal-time operationsProblem-solvingProactive mindsetWeb technology understandingVerbal communicationWritten communicationTeam collaborationAdaptability