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