[Hiring] Intraday Analyst I @Guardian Life Insurance

Role Description

The Workforce Management Real-Time Analyst plays a critical role in ensuring operational stability and meeting service-level agreements (SLAs) across multiple queues and work types. This role is responsible for monitoring intraday performance, adherence, and staffing levels in real time — while making proactive decisions and communicating with operations partners to protect service delivery.

• Monitor live volumes, staffing levels, adherence, and SLA performance across all key channels and queues (phone, back office, digital, etc.).
• Take proactive action when SLAs are at risk — including re-skilling, priority adjustments, escalation protocols, and stakeholder engagement.
• Provide timely and clear updates to operations leaders when performance risks arise. Recommend or initiate short-term moves to stabilize service.
• Queue Management & Work Prioritization: Adjust workflow allocations to ensure the highest-priority items are addressed within target timeframes. Manage work overflow scenarios.
• Adherence & Shrinkage Management: Monitor schedule adherence and unplanned shrinkage. Partner with team leads to ensure coverage is aligned to forecasted need.
• Reporting & Insights: Generate and share daily performance reports, trend summaries, and insights. Highlight key drivers of performance or risk.
• Schedule Support: Assist with scheduling of on and off phone events, PTO, and identifying coverage gap identification to maintain intraday balance.
• Tool & Data Proficiency: Leverage WFM platforms (e.g., Verint, NICE, Genesys, or similar), Excel dashboards, and reporting tools to drive real-time decisions.

Qualifications

• 2+ years of experience in workforce management, contact center operations, or real-time queue monitoring.
• Foundational understanding and proficiency with Excel (formulas, conditional formatting, pivot tables, etc).
• Excellent verbal and written communication skills.
• Detail-oriented with a high level of ownership and urgency.
• Experience in a contact center environment.
• Understanding of Service Level and ASA, levers that impact it, and how to prioritize accordingly.
• Reporting and data insights, and the ability to communicate those insights.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Familiarity with WFM tools (Genesys, Verint preferred) and ticketing systems.

Requirements

• Calm, focused, and decisive in fast‑moving environments, with the ability to assess real‑time conditions and act quickly to protect service levels.
• Highly analytical, using data and trends to anticipate risk, identify performance drivers, and support sound decision‑making.
• Clear and confident communicator who can translate real‑time performance insights into actionable guidance for operations partners and leaders.
• Proactive and solution‑oriented, taking ownership to address intraday challenges before they impact customers or SLAs.
• Collaborative and trusted, building strong partnerships with operations, scheduling, and leadership teams to maintain business continuity.
• Detail‑oriented with a strong sense of urgency, balancing multiple queues, priorities, and work types without losing sight of the bigger picture.
• Customer‑focused, understanding how real‑time decisions directly impact customer experience and operational outcomes.

Benefits

• Support and flexibility to achieve professional and personal goals.
• Opportunities for skill-building, leadership development, and philanthropic activities.
• Contemporary, supportive, flexible, and inclusive benefits and resources.