What are the responsibilities and job description for the Workforce Analyst position at A-Line Staffing Solutions?
WFM & Real-Time Operations Support Analyst – Collections Finance
📍 Location: San Antonio, TX
💰 Pay Rate: $20–22/hr (W-2 only, no C2C)
🎓 Education: Bachelor’s degree preferred
🧠 Experience: 3 years
⏱️ Schedule: Full-time
Overview
The WFM & Real-Time (RT) Operations Support Analyst – Collections Finance plays a critical role in ensuring operational efficiency and service-level performance across Customer Care and Collections environments. This role supports intraday monitoring, workforce planning, forecasting, reporting, and real-time staffing optimization across multiple locations.
You will work closely with Workforce Management, Real-Time Operations, Quality Assurance, Training, Customer Care leadership, and IT to ensure workflows are optimized, systems are accessible, and KPIs are consistently met.
Top Skills Required
- Collections / Finance Operations background
- Strong attention to detail
- Excellent organizational skills
- Analytical and data-driven mindset
- Strong communication and collaboration skills
Key Responsibilities
Collections & Customer Care Support
- Demonstrate strong understanding of the collections process, including customer payment interactions
- Accurately track Customer Care output, activity levels, and productivity metrics
- Monitor agent performance and productivity to identify gaps and improvement opportunities
Workforce Management & Forecasting
- Develop dynamic schedules and forecasts using historical data, trends, and business drivers
- Perform intraday monitoring and real-time workload management to meet service-level goals
- Optimize staffing allocation to align demand with capacity and improve KPIs
- Support forecasting confidence validation using statistical methodologies
- Manage PTO scheduling and approvals to maintain staffing balance
Real-Time Operations
- Monitor real-time contact volumes and adjust workflows for maximum efficiency
- Provide staffing recommendations and contingency plans to address real-time shortages
- Research and implement new real-time monitoring techniques for operational improvement
- Interface with call center leaders to respond to rapidly changing business needs
Performance Monitoring, Reporting & Analytics
- Create and maintain daily operational reports and dashboards
- Analyze operational data to draw actionable conclusions and recommendations
- Facilitate planning calls and support Salesforce case management
- Track full contact life cycle metrics to support agent empowerment and customer satisfaction
- Collect and analyze Voice of Customer (VOC) survey data to identify operational gaps
Quality Assurance & Training Support
- Create, manage, and track metrics supporting QA, WFM, and Training functions
- Provide data-driven feedback to Quality Assurance teams to reduce errors and improve performance
- Support initiatives that improve agent effectiveness and service quality
IT & Systems Support
- Provide level-one IT support and system access requests
- Act as liaison between Customer Care and IT for system issues and troubleshooting
- Ensure adequate system access and technology availability for all associates
Project & Continuous Improvement
- Act as team lead or contributor on operational improvement projects
- Identify, share, and implement best practices across teams and locations
- Support Real-Time Operations Manager initiatives related to backlog management, agent performance, and reporting
Salary : $20 - $22