Job Description

Real Time Associate/Workforce Analyst

Location : Corpus Christi, TX

Employment Type : Full Time

ABOUT US

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.

As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.

HERE’S WHAT THE JOB REALLY LOOKS LIKE

Plans and distributes daily work schedules for workforce analyst. Monitor real-time queues and adherence tools to ensure service level and response time objective are met; oversee real-time escalation (Service Level Condition) plans. Ensure maximum utilization of existing technology to support efficient traffic distribution and use of staff. Perform and handle other duties/tasks, as assigned by Workforce Manager. This position is a driver of implementing command center performance either through supervision of workforce analyst or direct activities. The ideal candidate will be a self- starter with strong supervisory, communications, and analytic skills.

HOW YOU’LL MAKE AN IMPACT

• Interface with center management and central operations regarding factors that may impact staffing and service levels; assist in coordinating center activities with central operations.
• Implement effective administrative tracking, analytical and trending procedures to support the unit's goals. Maintain workforce management system and integrity of workforce data (i.e. agent data, archiving reports, deleting old schedule runs, etc.)

WHAT YOU’LL ACTUALLY DO

• May be responsible for producing periodic productivity and other required ad-hoc reports from the workforce management system
• Manage intraday call volume trends to ensure a more effective and efficient workload.
• Adjust intraday workforce requirements based on changing/dynamic forecasts'
• Schedule all transaction based work and special events for optimal service levels and occupancy (e.g., meeting, training, coaching, email, queue work, projects)
• Generate daily, weekly, and monthly statistics on adherence, attendance and ACD/CMS information for management and capacity planning if requested
• During periods of coverage needs perform any command center duties as required by the Workforce Manager (i.e., RTA, SLC, scheduling, etc.).

WHAT’LL SET YOU UP FOR SUCCESS

• 2-5 years of experience in call center workforce management, with at least 1-3 years in a supervisory role
• Experience with scheduling software applications such as IEX, Aspect or Witness
• Previous experience working in an outsourcing environment, including strong client communication skills preferred
• Must have prior experience in planning/managing workforce
• Reporting experience using Avaya, Aspect or IEX
• College degree or equivalent work experience required
• Proficient in MS office suite
• Ability to multi-task
• Ability to work flexible hours (including nights and weekends as needed)

WHY ALORICA?

Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.

TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day.

What We Offer:

• Competitive base pay with performance-driven incentives
• Comprehensive benefits including medical, dental, vision, and 401(k)
• Career development through Alorica Academy's open-access courses
• Real opportunities to grow within a global organization
• Access to our employee assistance program
• A collaborative, inclusive culture where innovation happens

Our Values

Bold – We challenge conventions and take smart risks

Relentless – We deliver results, no matter what it takes

Connected – We work as One Alorica because we're stronger together

True – We show up as our authentic selves, every single day

Ready to Join Us?

If you're looking for a place where your expertise matters, your voice is heard, and your work drives real impact, let's talk.

Apply today!

Equal Opportunity Employer – Veterans/Disabled

DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.

#AloricaUSA #AloricaJobs

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