Call the Car · 1 day ago
Intraday Analyst, Workforce Management
Diamond Bar, CA
Full-time
Onsite
Entry, Mid Level
2+ years expCall the Car is seeking an Intraday Analyst for their Workforce Management team. The role involves monitoring performance and optimizing staffing levels to ensure effective real-time operations within the Call Center while adapting to changing business needs.
Health CareHospitalMedicalTransportation
Responsibilities
Monitors real-time adherence and manages incoming phone volume effectively
Provides feedback and suggestions to leadership, ensuring all incoming/outgoing phone activity is working at the highest efficiency throughout the day
Presents daily, biweekly, and monthly intra-day performance compared to historical trend reporting to leadership
Logs call-outs, tardies, and requested Time Off by entering real-time exceptions into workforce management tracking system (absences, trainings, meetings, overtime, etc.)
Compares run-rate calculation forecasts to intra-day volumes to identify real-time trends
Ensures a high standard of customer experience by working with Call Center leadership to meet agreed-upon SLAs
Upholds the integrity of data in workforce management tools and related databases
Coordinates with internal departments to manage outages and special campaigns to ensure required off-phone activities are prioritized accordingly within acceptable time frames
Identifies changes in call volume and reallocates resources as needed by recommending real-time schedule changes and signifying efficiency opportunities
Adheres to schedules in real-time by helping to alert or adjust for staff outages/shortages and unforeseen events
Partners with floor managers to address any deviations from schedules including, but not limited to, tardies, early departures, and absences
Performs all other duties and tasks as assigned
Qualification
Required
At least two (2+) years of experience in performing workforce/real-time management
Availability to work occasional evenings, weekends, and holidays to meet deadlines
Experience with Workforce Management software, including scheduling, performance tracking, and reporting; plus, a willingness to learn new software applications
Demonstrates a strong understanding of optimizing work schedules, planning/forecasting staffing needs, and managing intra-day data to support Call Center operations
Possesses strong, structured Excel skills (including a high proficiency in Excel formulas), and the ability to create, organize, and analyze data
Ability to make complex decisions for varying situations, especially when encountering unforeseen events
Excellent analytical, written, and verbal skills when communicating with all levels of leadership
Strong attention to detail and timelines along with the ability to plan and organize well
Works well under pressure in the face of changing priorities or simultaneous tasks
Excellent customer service, problem-solving, and analytical skills, along with demonstrated ability to collaborate with multiple stakeholders
Ability to work independently or with a team
Must pass a Criminal Background Screening
Must pass government exclusion list at time of hire and monthly thereafter
Preferred
Previous team leader and/or supervisory experience
Call Center experience working in the healthcare industry
Experience managing Five9 Cloud Contact Center software
Company
Call the Car
Call the Car is the largest Non-Emergency Medical Transportation Brokerage in California, completing 6-7 million trips annually.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Michelle A. Tyson, M.D
CEO + Founder
M. Amber Tyson, MD
Healthcare Transportation Consultant
Recent News
2025-07-16
Company data provided by crunchbase