Workforce Management Intraday Specialist- Remote

The Workforce Management (WFM) Intraday Analyst plays a critical role in executing real-time workforce strategies to ensure service level performance, operational efficiency, and a balanced customer and employee experience. This role is responsible for monitoring, analyzing, and adjusting staffing and scheduling in real time, while partnering closely with operations and workforce leadership to proactively address performance risks.

Execute the WFM intraday playbook to deliver on planned performance targets and service level agreements. Monitor real-time adherence to schedules for care center associates, including outages, staff shortages, and unplanned events. Identify root causes of service level and occupancy failures using data-driven analysis— Track, update, and maintain real-time agent activities in the scheduling tool, ensuring accuracy and compliance. Monitor, action, and report on intraday service level and occupancy to support a balanced customer and employee experience. Partner with  Customer Care leadership to address schedule deviations such as tardiness, early departures, and absences. Field and evaluate real-time requests for offline activities based on current staffing position and business needs. Make real-time adjustments to Automatic Call Distribution and/or Customer Relationship Management profiles as needed to support operational flow. Manage the associate call-in line or WFM mailbox and update schedules to reflect attendance events. Attend and/or lead daily and weekly staffing review meetings with operations and workforce teams. Stay current on internal policies, procedures, and WFM best practices. Communicate effectively with internal and external stakeholders in alignment with company standards. Perform additional duties and assignments as directed.

3+ years of call center experience or 2+ year of workforce management experience required. Experience with workforce management systems such as Aspect (strongly desired), IEX, or other. Proficiency in Microsoft Excel and other MS Office applications. Strong analytical skills with the ability to identify trends and act on data insights. Excellent time management, organizational, and prioritization skills. Ability to work independently and collaboratively in a fast-paced, high-pressure environment. Strong written and verbal communication skills. Demonstrated flexibility and adaptability to changing business needs. Ability to interact effectively with all levels of the organization. Regular, punctual, and consistent attendance is required. Bachelor’s degree preferred or equivalent work experience. Previous experience with ACD reporting tools is a plus. Nordstrom is able to offer remote employment for this position in all states except CA, AR, MS, MT, ND, SD, VT, WV and WY Pay Range Details The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may be different for other locations.  Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience. Florida: $19.75- $34.50 hourly, Iowa: $21.25- $34.50 hourly, Nevada: $21.25- $34.50 hourly, New Jersey: $25.50- $40.00 hourly, New York: $26.25- $43.50 hourly, Texas: $21.25- $34.50 hourly, Washington: $24.75-$40.00 hourly     We’ve got you covered… Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including: Medical/Vision, Dental, Retirement and Paid Time Away Life Insurance and Disability Merchandise Discount and EAP Resources     This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom