Hybrid Workforce Management Real Time Analyst bei Integrity

Position Summary:

The Workforce Management Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and reporting on intraday contact center performance. This role ensures that service levels and key performance indicators (KPIs) are met by managing staffing adherence, schedule compliance, and real-time queue health. The RTA serves as the first line of defense to identify and resolve service-impacting issues and collaborates with operations to maintain optimal productivity and customer experience.

Key Responsibilities:

· Monitor real-time queues across all contact channels (calls, chats, emails, etc.) to ensure service level targets are met.

· Track and report intraday performance against forecast and staffing plans.

· Communicate with operations leadership regarding call volume fluctuations, staffing changes, or compliance issues.

· Identify and escalate system outages, volume spikes, and staffing issues in a timely manner.

· Make real-time decisions on off-phone activities (breaks, meetings, trainings, etc.) to maintain SLA targets.

· Update agent schedules in workforce management systems to reflect real-time changes.

· Document and report adherence trends, shrinkage, and agent availability.

· Provide hourly/daily reports on interval performance and productivity metrics.

· Participate in post-day reviews and assist with identifying opportunities for improvement.

Required Skills & Qualifications:

· 1–2 years of workforce management or contact center experience, preferably in a real-time or scheduling role.

· Strong understanding of call center metrics such as Service Level, Adherence, ASA, AHT, Occupancy, and Shrinkage.

· Proficiency with WFM software (e.g., NICE IEX, Verint, Genesys, or similar tools).

· Ability to make quick, data-driven decisions in a high-pressure environment.

· Excellent communication skills with the ability to interact professionally with multiple departments.

· Strong attention to detail and organizational skills.

· Intermediate to advanced Excel skills.

· High school diploma or GED required; associate or bachelor's degree preferred.

Work Environment & Schedule:

· This position may require early mornings, evenings, weekends, and/or holidays based on business needs.

· May be remote, hybrid, or onsite depending on company policy.

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind. 

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.