{"id":2105331,"url":"https://alion.io/job/jandbmedical-workforce-management-analyst","title":"Workforce Management Analyst","company":{"id":678475,"name":"jandbmedical","domain":"jandbmedical.com","url":"https://alion.io/company/jandbmedical","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"HR","role_family":"HR","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wixom, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":45000,"max":50000,"currency":"USD","period":"year","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-08T18:16:33Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-26T11:23:44Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Description\nAbout the Role\nJ&B Medical is seeking a detail-oriented and proactive WFM Real-Time Analyst to join our Workforce Management team supporting our RingCentral Contact Center. You will be responsible for monitoring intraday performance, managing real-time agent adherence, and responding to fluctuations in contact volume to ensure we meet our service level goals.\n________________________________________\nKey Responsibilities\nMonitor real-time call volume, AHT, shrinkage, and staffing using RingCentral WFM and related tools.\nTrack and report on agent adherence, schedule compliance, and intraday staffing levels.\nTake immediate action to mitigate service level risks (e.g., adjusting breaks/lunches, recommending VTO/OT).\nCommunicate intraday performance trends to operations and WFM leadership.\nSupport execution of the daily staffing plan through real-time schedule management.\nIdentify and escalate system issues, outages, or call routing anomalies.\nAssist in implementing real-time contingency plans during unexpected volume spikes or staffing shortages.\nCollaborate with scheduling and forecasting analysts to improve short-term planning accuracy.\nMaintain real-time dashboards and produce intraday performance reports.\nParticipate in post-day analysis to refine intraday strategy and suggest process improvements.\nRequirements\nQualifications\n1-3 years of experience in Workforce Management or Contact Center operations.\nExperience using RingCentral Contact Center WFM (or NICE inContact/CXone).\nWorking knowledge of real-time metrics such as SLA, ASA, occupancy, shrinkage, and adherence.\nStrong analytical skills with the ability to make fast, data-informed decisions.\nExcellent verbal and written communication skills.\nProficient in Microsoft Excel and familiar with workforce management reporting tools.\nAbility to work independently and collaboratively in a fast-paced, dynamic environment.\n________________________________________\nPreferred Qualifications\nFamiliarity with service level agreements in omnichannel environments (voice, chat, email).\nExperience working with intraday re-forecasting and re-optimization tools.\nPrior experience in healthcare, insurance, or medical supply customer service environments a plus.\n________________________________________\nSalary Description\n$45,000.00 to $50,000.00 year","description_format":"text","description_chars":2334,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":1,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical Supplies & Consumables","Medical Equipment Distribution"],"lifecycle":[{"event":"open","at":"2026-10-08T20:14:13Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring 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