Analyst - Workforce Management (Real-Time Speech)

Job Locations US
Job ID
Quality & Process Improvement


The WFM real time speech analyst position offers a unique opportunity to act as a subject matter expert (SME) in both contact center workforce management and speech analytics, helping the organization to meet contractual PG while driving an outstanding customer experience. The ideal candidate will possess solid collaboration and communication skills and leverage those to identify customer and business needs, drive actionable solutions, and reduce escalations. 



  • Monitor speech analytics tools to identify and address real time customer experience issues and challenges.
  • Partner with others in Workforce Management (WFM) and Operations to route escalations to the appropriate team members for timely resolution.
  • Review call recordings, transcription, and available speech and desktop analytics reporting to identify trends and make recommendations to enhance operational efficiency and the customer experience. 
  • Monitor and maintain keywords and phrases for the speech analytics tools, including updates to phrases and confidence thresholds, to align with emerging trends.
  • Provide ongoing internal updates regarding real-time speech analytics trends.
  • Collaborate with Quality, Learning & Development, and Operations leadership to identify trends and suggest operational enhancements to optimize operational performance.
  • Monitors and directs the day-to-day escalated call traffic to appropriate teams and updates workgroup memberships and activations as appropriate.
  • Establishes and maintains appropriate level of contact center reporting for key stakeholders within the CareCentrix organization.  This is including but not limited to reporting on real-time and post-call speech analytics as it pertains to both the customer and agent experience.
  • In addition to real-time monitoring, assists with identifying staffing requirements, analysis, and scheduling of staff to ensure contractual service levels are always met.  Implements and supports a standardized contact center staffing model (such as Erlang-C), as well as makes recommendations, adjustments, and serves as key analyst for staffing questions for management. 
  • Participates in and contributes to performance improvement activities.
  • Assists in implementing and maintaining operational processes to ensure compliance with Company policies, legal requirements and regulatory mandates as they relate to speech and desktop analytics.
  • Must participate in special projects and perform other duties as required or assigned
  • Must perform other duties as required or assigned.
  • Travel Requirements (if applicable)


High School Diploma or the equivalent plus 2 years of previous multi-site contact center management experience. Knowledge of Workforce Management and Interactive Intelligence Speech Analyzer or Verint Speech Analytics is strongly preferred. Proficiency with basic Excel and data entry with speed and accuracy are required. Ability to lead by example and influence is also required.
· Ideal candidate will possess excellent communication (verbal/written), organizational and interpersonal skills.

· Manage multiple tasks, be detail oriented, responsive, and demonstrate independent thought and critical thinking.

· Must have strong organizational and interpersonal skills and be able to effectively manage and prioritize multiple tasks, and demonstrate independent thought and critical thinking skills.

· Must have a minimum of 2 years’ experience in a multi-site, multi-channel contact center environment, and must be knowledgeable in a Workforce Management system (Interactive Intelligence/Genesys Optimizer preferred; IEX, eWFM acceptable). 

· Must have a demonstrated proficiency/knowledge base of standard WFM staffing practices/protocol for multi-site & multi-channel contact centers. 

· Healthcare staffing management experience is preferred but not required.


CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.



Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed