Your Impact at PorterPorter 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:Support the development and implementation of member engagement strategies aimed at improving service utilization and satisfactionExecute marketing initiatives across digital, email, social media, and print channels with precision and attention to detailCoordinate with product, sales, and customer success teams to ensure alignment and consistency in member-facing communicationsAssist in tracking performance data to help optimize marketing campaigns and engagement effortsHelp maintain the member voice across content and materials by managing updates, reviewing messaging, and supporting content deliveryContribute to the creation of case studies, testimonials, and other marketing assets that highlight the impact of Porter’s work
Qualifications That Are RequiredBachelor’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 PreferredPrior 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
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