Analyst, Real Time

The Real-Time Analyst plays a crucial role in Workforce Management (WFM), in charge of tracking, monitoring, and evaluating real-time management data to ensure adherence to operational goals within the call center environment. This position collaborates closely with internal teams to optimize efficiency and identify areas for improvement.

This position requires a minimum of 3 days a week on-site at our beautiful Deerfield Beach, FL headquarters.

Responsibilities

• Monitor real-time adherence to schedules and operational goals within the call center.
• Analyze real-time performance metrics and trends to make data-driven recommendations for process improvements.
• Collaborate with internal partners to ensure effective workforce planning and resource allocation.
• Provide timely reports and insights to management on performance metrics and areas needing attention.
• Support continuous improvement initiatives by identifying opportunities to enhance operational efficiency.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field preferred.
• Proven experience in workforce management, preferably within a call center environment.
• Solid analytical and problem-solving skills with the ability to interpret data and trends.
• Exemplary organizational and time management skills, with a keen attention to detail.
• Ability to work proficiently in a dynamic business environment.
• Proficiency in WFM software and tools (e.g., Verint, Aspect, or similar) preferred.
• Effective communication and interpersonal skills to collaborate across departments and levels.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.

JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.

DISABILITY ACCOMMODATIONS

If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [email protected] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.