Workforce Management Analyst — Real-Time

Job overview

The Workforce Management Analyst — Real-Time role is onsite in Wixom, MI. Compensation is not specified. The analyst joins J&B Medical’s Workforce Management team supporting its RingCentral Contact Center. The role monitors intraday contact-center performance and agent adherence, responding to volume and staffing changes to help meet service-level goals. Real-time schedule adjustments, reporting, and coordination with operations and planning analysts support effective daily staffing and continuous improvement.

What you'll do

• Monitor call volume, average handle time, shrinkage, and staffing using RingCentral WFM and related tools
• track agent adherence, schedule compliance, and staffing
• adjust breaks and lunches or recommend voluntary time off or overtime to mitigate service-level risks
• communicate trends to operations and WFM leadership
• support daily staffing plans
• identify and escalate system issues and call-routing anomalies
• assist with contingency plans
• collaborate with scheduling and forecasting analysts
• maintain dashboards and reports
• participate in post-day analysis.

What we're looking for

Skills & competencies

full-time

wixom mi

j&b medical

workforce management

real-time analyst

contact center

ringcentral wfm

agent adherence

intraday staffing

service-level goals

microsoft excel

Work arrangement

• Weekend coverage required

Why this role

Requires 1–3 years of workforce management or contact-center operations experience and experience with RingCentral Contact Center WFM or NICE inContact/CXone.

About the employer

J&B Medical Supply Co Inc is hiring for this role. Industry: Process, Physical Distribution, and Logistics Consulting Services. Sector: 54.