Edtech.com's Summary

Pearson is hiring a Workforce Management Analyst (Real-time Analyst). The role involves collaborating with leadership to create reports and dashboards, analyze multiple data sources, and monitor real-time agent performance to ensure adherence to schedules and service levels. The analyst will also conduct research, develop analytics requirements, and lead projects to support operational planning and decision-making.

Highlights

Analyze data from various sources to identify trends and support strategic projects.
Monitor and manage real-time agent performance to meet SLAs and schedules.
Use advanced Excel skills including Macros and formulas for large dataset analysis.
Create ad hoc reports and visual data presentations with PowerPoint and dashboards.
Collaborate with Analytics and leadership teams to ensure accurate reporting and metric tracking.
Conduct multi-layered "What If" scenarios to evaluate staffing and cost impacts.
Proficiency with CRMs like Salesforce and contact center systems such as Nice InContact, Amazon Connect, or Five9.
Skills in Tableau, Power BI, SQL, Python, or JavaScript for data visualization and analysis.
At least 2 years of experience in productivity and efficiency analysis in industries like Healthcare, Finance, Education, Retail, or Call Center environments.
Salary range between $60,000 and $70,000 with eligibility for an annual incentive program.

Workforce Management Analyst (Real-time Analyst) Full Description

Workforce Management Analyst (Real-time Analyst)

USA

Workplace Type: Remote

Job: Sales
Schedule: FULL_TIME
Req ID: 20864

Are you passionate about turning data into actionable insights? Do you thrive on using your analytical skills to help teams achieve their goals? If so, we have the perfect opportunity for you!

We’re looking for a Workforce Management Analyst (RTA)to join our Workforce Optimization team.In this role, you’ll collaborate with Enrolment and Customer Engagement leadership to create templates and ad-hoc reports that provide valuable insights into team performance. You’ll be a key contributor in transforming complex data into clear, actionable solutions that drive success across the organization.

About the Role

In this role, you will:

Explore data from multiple sources to identify trends and relationships between variables.
Conduct independent research and collaborate with internal stakeholders to support qualitative strategic projects.
Use advanced Excel techniques, including Macros and formulas, to analyze large datasets and present findings to leaders.
Visualize data through diagrams, graphs, and dashboards to create comprehensible insights.
Involves monitoring and managing the real-time performance of agents to ensure they adhere to their schedules and meet service level agreements (SLAs)
Define and build analytics requirements into core systems to ensure comprehensive metric tracking.
Provide operational data insights to enhance business planning, process improvements, and decision-making.
Create basic to advanced ad hoc reports and PowerPoint presentations for stakeholders.
Participate in and lead projects related to large scale operational planning and scheduling.
Collaborate with the Analytics team to ensure accurate and high-quality reporting.
Perform multi-layered “What If” scenarios to assess the impact of business changes on volume, staffing, performance, and costs.

What You’ll Bring

We’re looking for a data-driven professional with:

At least 2 years of experience in productivity and efficiency analysis.
Industry experience in Healthcare, Finance, Education, Retail, or Call Center environments (preferred).
Advanced expertise in Microsoft Excel (Macros, advanced formulas, and more).
Experience working with CRMs like Salesforce.
Familiarity with contact center systems such as Nice InContact, Amazon Connect, or Five9.
Proficiency in Tableau, Power BI, SQL, Python, or JavaScript.
Knowledge of Quality Assurance platforms (e.g., CalabrioOne) and qualitative analysis software (e.g., NVIVO, MXQDA).
Strong skills in working with disparate data sets, data mining, and dashboard creation.
Excellent oral, written, and interpersonal communication skills with the ability to tell compelling stories through data.
Strong organizational and time management skills with a willingness to learn new technologies and methodologies.

Why Join Us?

Be part of a collaborative and innovative team that supports client-facing departments with insights-driven analysis and tools.
Gain experience working with cross-functional teams and advanced analytics technologies.
Contribute to meaningful projects that improve organizational performance and enhance customer engagement.

If you’re ready to leverage your analytical expertise and passion for problem-solving to make a tangible impact, we’d love to hear from you!

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:

The minimum full-time salary range is between $60,000 - $70,000

This position is eligible to participate in an annual incentive program, and information on benefits offered is here .

Applications will be accepted through September 19, 2025. This window may be extended depending on business needs.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Job: Sales
Job Family: GO_TO_MARKET

#LI-REMOTE

Original Job Description

Workforce Management Analyst (Real-time Analyst)

USA

Workplace Type: Remote

Job: Sales
Schedule: FULL_TIME
Req ID: 20864

Are you passionate about turning data into actionable insights? Do you thrive on using your analytical skills to help teams achieve their goals? If so, we have the perfect opportunity for you!

About the Role

In this role, you will:

Explore data from multiple sources to identify trends and relationships between variables.
Conduct independent research and collaborate with internal stakeholders to support qualitative strategic projects.
Use advanced Excel techniques, including Macros and formulas, to analyze large datasets and present findings to leaders.
Visualize data through diagrams, graphs, and dashboards to create comprehensible insights.
Involves monitoring and managing the real-time performance of agents to ensure they adhere to their schedules and meet service level agreements (SLAs)
Define and build analytics requirements into core systems to ensure comprehensive metric tracking.
Provide operational data insights to enhance business planning, process improvements, and decision-making.
Create basic to advanced ad hoc reports and PowerPoint presentations for stakeholders.
Participate in and lead projects related to large scale operational planning and scheduling.
Collaborate with the Analytics team to ensure accurate and high-quality reporting.
Perform multi-layered “What If” scenarios to assess the impact of business changes on volume, staffing, performance, and costs.

What You’ll Bring

We’re looking for a data-driven professional with:

At least 2 years of experience in productivity and efficiency analysis.
Industry experience in Healthcare, Finance, Education, Retail, or Call Center environments (preferred).
Advanced expertise in Microsoft Excel (Macros, advanced formulas, and more).
Experience working with CRMs like Salesforce.
Familiarity with contact center systems such as Nice InContact, Amazon Connect, or Five9.
Proficiency in Tableau, Power BI, SQL, Python, or JavaScript.
Knowledge of Quality Assurance platforms (e.g., CalabrioOne) and qualitative analysis software (e.g., NVIVO, MXQDA).
Strong skills in working with disparate data sets, data mining, and dashboard creation.
Excellent oral, written, and interpersonal communication skills with the ability to tell compelling stories through data.
Strong organizational and time management skills with a willingness to learn new technologies and methodologies.

Why Join Us?

Be part of a collaborative and innovative team that supports client-facing departments with insights-driven analysis and tools.
Gain experience working with cross-functional teams and advanced analytics technologies.
Contribute to meaningful projects that improve organizational performance and enhance customer engagement.

If you’re ready to leverage your analytical expertise and passion for problem-solving to make a tangible impact, we’d love to hear from you!

The minimum full-time salary range is between $60,000 - $70,000

This position is eligible to participate in an annual incentive program, and information on benefits offered is here .

Applications will be accepted through September 19, 2025. This window may be extended depending on business needs.

Job: Sales
Job Family: GO_TO_MARKET

#LI-REMOTE

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Workforce Management Analyst (Real-time Analyst)

Edtech.com's Summary

Workforce Management Analyst (Real-time Analyst) Full Description

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