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Job Description
Lantern is seeking a WFM Analyst to manage service delivery and ensure KPIs are met. The WFM Analyst will monitor real-time performance, identify deviations, adjust schedules, and communicate with leadership and agents. This role is crucial for protecting the member experience by proactively communicating performance risks and recommendations.
Responsibilities:
- Continuously monitor real-time service center performance metrics.
- Identify deviations from planned schedules and forecasts.
- Make real-time adjustments to advocate schedules.
- Coordinate with supervisors and management to optimize coverage.
- Manage agent exceptions within the WFM system.
- Proactively communicate performance status, risks, and recommended actions.
- Alert relevant teams to system issues.
- Prepare and distribute intraday performance reports.
- Ensure data accuracy within the WFM system.
Requirements:
- High School Diploma or equivalent required; Associate’s or Bachelor’s degree in a related field is a plus.
- Previous experience in a service center environment, preferably in a WFM, scheduling, or real-time analyst role.
- Experience working with WFM software, (e.g., NICE, Genesys WFM) is highly preferred.
- Strong analytical and critical thinking skills.
- Excellent attention to detail and accuracy.
- Ability to multitask and make decisions in a fast-paced environment.
- Strong communication skills, both verbal and written.
- Proficiency in Microsoft Excel or Google Sheets.
- Ability to work independently and as part of a team.
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Paid Time Off
- Paid Parental Leave
