Workforce Management Intraday Specialist- Remote
Job Description
The Workforce Management (WFM) Intraday Analyst plays a critical role in executing real-time workforce strategies to ensure service level performance, operational efficiency, and a balanced customer and employee experience. This role is responsible for monitoring, analyzing, and adjusting staffing and scheduling in real time, while partnering closely with operations and workforce leadership to proactively address performance risks.
Key Responsibilities
- Execute the WFM intraday playbook to deliver on planned performance targets and service level agreements.
- Monitor real-time adherence to schedules for care center associates, including outages, staff shortages, and unplanned events.
- Identify root causes of service level and occupancy failures using data-driven analysis-
- Track, update, and maintain real-time agent activities in the scheduling tool, ensuring accuracy and compliance.
- Monitor, action, and report on intraday service level and occupancy to support a balanced customer and employee experience.
- Partner with Customer Care leadership to address schedule deviations such as tardiness, early departures, and absences.
- Field and evaluate real-time requests for offline activities based on current staffing position and business needs.
- Make real-time adjustments to Automatic Call Distribution and/or Customer Relationship Management profiles as needed to support operational flow.
- Manage the associate call-in line or WFM mailbox and update schedules to reflect attendance events.
- Attend and/or lead daily and weekly staffing review meetings with operations and workforce teams.
- Stay current on internal policies, procedures, and WFM best practices.
- Communicate effectively with internal and external stakeholders in alignment with company standards.
- Perform additional duties and assignments as directed.
Qualifications
- 3+ years of call center experience or 2+ year of workforce management experience required.
- Experience with workforce management systems such as Aspect (strongly desired), IEX, or other.
- Proficiency in Microsoft Excel and other MS Office applications.
- Strong analytical skills with the ability to identify trends and act on data insights.
- Excellent time management, organizational, and prioritization skills.
- Ability to work independently and collaboratively in a fast-paced, high-pressure environment.
- Strong written and verbal communication skills.
- Demonstrated flexibility and adaptability to changing business needs.
- Ability to interact effectively with all levels of the organization.
- Regular, punctual, and consistent attendance is required.
- Bachelor’s degree preferred or equivalent work experience.
- Previous experience with ACD reporting tools is a plus.
Nordstrom is able to offer remote employment for this position in all states except CA, AR, MS, MT, ND, SD, VT, WV and WY
Pay Range Details
The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may be different for other locations.
Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience.
Florida: $19.75- $34.50 hourly, Iowa: $21.25- $34.50 hourly, Nevada: $21.25- $34.50 hourly, New Jersey: $25.50- $40.00 hourly, New York: $26.25- $43.50 hourly, Texas: $21.25- $34.50 hourly, Washington: $24.75-$40.00 hourlyWe’ve got you covered…
Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:
- Medical/Vision, Dental, Retirement and Paid Time Away
- Life Insurance and Disability
- Merchandise Discount and EAP Resources
A few more important points...
The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.
For Los Angeles or San Francisco applicants: Nordstrom is required to inform you that we conduct background checks after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance. For additional state and location specific notices, please refer to the Legal Notices document within the FAQ section of the Nordstrom Careers site.
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