Analyst, WFM Real Time

Alignment Health•Orange, CA

About The Position

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. The Real-Time Analyst (RTA) is responsible for intraday workforce management to ensure optimal alignment between staffing and contact center demand across the Customer Experience workgroup. This role monitors real-time performance against forecast and staffing plans, identifies variances, and executes immediate corrective actions to achieve service level, ASA, occupancy, and efficiency targets. The RTA serves as the operational bridge between Workforce Management and Operations to proactively manage risk, maintain schedule adherence, and protect the customer experience.

Requirements

Minimum 5 years in a contact center environment Minimum 3 years in Workforce Management, Real-Time
High School Diploma or GED.
Intraday management and service recovery strategies
Understanding of Erlang-based staffing principles and interval planning
Knowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracy
Advanced Excel skills (data analysis, pivot tables, trend analysis)
Ability to interpret interval-level performance data and translate insights into operational actions
Strong problem-solving and decision-making in a high-volume, real-time environment
Effective communication and collaboration with Operations and WFM partners
Experience with WFM and telephony platforms (Talkdesk or equivalent)

Nice To Haves

None
Bachelor’s degree or equivalent experience
WFM or Contact Center related certification
None
None

Responsibilities

Intraday Performance Management Monitor real-time performance against key metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule Adherence
Compare actual workload and staffing to forecast and capacity plans; identify intraday variances and implement corrective actions
Manage real-time queue, skill, and routing adjustments (ring groups) to balance workload and optimize resource utilization
Coordinate with Operations to execute intraday actions such as overtime, VTO, off-phone adjustments, meetings, training, or break/lunch changes
Flexibility to work shift based on operational need
Adherence & Capacity Control Monitor and drive real-time adherence (RTA) to minimize unplanned shrinkage and ensure delivery of planned capacity
Identify and communicate adherence risks or behavioral trends impacting service performance
Partner with Operations leadership to improve adherence, occupancy balance, and schedule efficiency
Intraday Analysis & Communication Perform intraday trend analysis of volume, handle time, and volume drivers
Identify emerging risks related to contact spikes, AHT changes, absenteeism, system issues, or external drivers
Provide timely and concise communication and actionable recommendations to Operations and the broader WFM team
Maintain intraday reporting and status updates on performance, risks, and mitigation actions
Forecast vs. Actual Management Track forecast accuracy at the interval level and document key drivers of variance
Monitor external or business events that may impact contact demand
Provide intraday insights to support short-term forecasting adjustments and continuous improvement
WFM Systems & Scheduling Create, maintain, and publish workforce schedules within WFM and ACD telephony platforms
Validate schedule integrity, staffing levels, and ring/skill group assignments
Monitor real-time system performance and escalate telephony, routing, or application issues impacting service delivery
Ensure data accuracy across WFM and telephony platforms