Job Description Insight Global is seeking a Real-Time Analyst (Workforce Management) to join one of our leading HCM clients. This role is critical in monitoring and managing real-time operations across multiple queues to ensure optimal service levels. You will actively track queue health, flag risks, and execute intraday actions to maintain performance standards. Beyond monitoring, you’ll contribute to data analysis and reporting, system management, and process optimization—helping make workforce data actionable, improving operational efficiency, and ensuring compliance with organizational standards. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements -Experience with JenCloud (required); Avaya or similar WFM tools. -Strong understanding of workforce management principles and terminology. -Excellent communication skills (English required; French proficiency is an asset). -Ability to prioritize, delegate, and escalate effectively in dynamic environments. -Familiarity with collaboration tools such as Webex and Slack. -Highly organized with strong communication and time management skills.