Workforce Management Support Analyst
Atlanta, GA
Operations /
Full-Time 40+ hrs per week /
Remote
Porter is growing and we're hiring a Workforce Management Analyst!
Your Impact at Porter
Porter is looking for a detail-oriented and proactive Workforce Management (WFM) Real-Time Analyst (RTA) to support our growing team. As a WFM Analyst, you will play a critical role in ensuring day-to-day operational excellence by monitoring real-time performance, managing resources effectively, and supporting our teams to deliver the best possible experience for our members.
Job Responsibilities Include, But Are Not Limited To:
Real-Time Resource Management:
Monitor and manage real-time issues impacting service levels.
Take immediate action to resolve or minimize service disruptions.
Notify and coordinate with support teams when intervention is required.
Agent and Queue Oversight:
Manage both inbound and outbound queues and agent assignments.
Demonstrate strong outbound call management experience.
Oversee auto-dialer queues and manual dialing lists for both inbound and outbound interactions.
Operational Monitoring:
Conduct real-time monitoring of provider scheduling, agent adherence, and queue levels.
Ensure alignment with service level agreements (SLAs) and company performance targets.
Collaboration & Communication:
Maintain daily communication with the PM (Project Management) team.
Connect weekly with the recruiting team to align staffing needs.
Forecasting & Analytics:
Develop and maintain accurate forecasts for call volume, average handle time, and staffing requirements using historical and predictive data.
Identify trends, risks, and opportunities for continuous improvement in workforce management strategies.
Performance Reviews & Planning:
Participate in regular meetings to discuss team performance, workforce planning, and alignment with business objectives.
Provide backup WFM support for Squeeze as needed.
Qualifications That Are Required
Bachelor’s degree in Business or a related field, and/or 3+ years of experience in workforce management (preferably in a contact center environment).
Strong experience with outbound queue strategy management.
Solid understanding of real-time adherence monitoring and resource allocation.
Excellent communication and problem-solving skills.
Ability to analyze data and identify trends for continuous improvement.
Qualifications That Are Preferred
Prior experience working in a healthcare, IT, or service platform environment.
Familiarity with workforce management software and tools.
Understanding of contact center performance metrics and best practices.
Proven ability to work independently and as part of a remote team.
For this role, you’ll work a production week shift from Tuesday through Saturday, with a daily start time between 7am–8am EST to best support our members and internal teams.
Benefits of Working with Porter:
· Remote work environment
· Medical, dental and vision benefits within 30 days of hire
· Paid vacation, Sick Time and Holidays
· A fun team and special culture
