Workforce Management Real Time Analyst (Remote)

📋 Description

• • As a Workforce Management Real Time Analyst at Procore Technologies, you will play a critical role in optimizing contact center performance by leveraging real-time data, forecasts, and scheduling to ensure service levels are consistently met in a fast-paced environment.
• • Your day-to-day responsibilities include monitoring real-time contact volume and performance, analyzing forecasts and live data to adjust staffing intra-day, managing schedule exceptions, and supporting training and project staffing needs using Workforce Management tools.
• • You will join Procore’s Customer Support Operations team, partnering closely with Customer Support leadership and the Workforce Management team to drive operational efficiency and service delivery across a multi-skill contact center environment.
• • This role offers the opportunity to develop strong analytical and problem-solving skills, gain hands-on experience with industry-standard WFM tools, and make impactful decisions that directly influence customer support outcomes and organizational efficiency.