Workforce Management Support Analyst
Porter is growing and we're hiring a Workforce Management Analyst!
Your Impact at Porter
Porter 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 satisfaction
Execute marketing initiatives across digital, email, social media, and print channels with precision and attention to detail
Coordinate with product, sales, and customer success teams to ensure alignment and consistency in member-facing communications
Assist in tracking performance data to help optimize marketing campaigns and engagement efforts
Help maintain the member voice across content and materials by managing updates, reviewing messaging, and supporting content delivery
Contribute to the creation of case studies, testimonials, and other marketing assets that highlight the impact of Porter’s work
Qualifications That Are Required
Bachelor’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 Preferred
Prior 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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