WFM Real-Time Analyst

Familiarity with AI agent workflows and automation tooling; direct experience working alongside AI-powered systems in a contact center environment strongly preferred

Ability to interpret, validate, and push back on AI-generated outputs — comfort with imperfect information is essential

Strong pattern recognition across volume, SLA, and quality dimensions

Ability to monitor AI channel performance indicators — including containment rate, deflection, and recontact patterns — and surface meaningful signal to CXPO partners who hold direct line responsibility for AI content and workflow management

Clear, concise communicator — able to convey complex data insights to non-technical stakeholders and produce exec-ready handoff reports

For full-time U.S. employees we offer: competitive medical, dental, and vision, company equity, 401(k) with company match, unlimited paid time off + 13 company holidays, parental leave, Flex Cares Program (non-profit match + pet adoption coverage), and a free Flex subscription.

Compensation

Flex takes a market-based approach to pay, ensuring compensation is commensurate with a candidate's experience and our internal leveling guidelines. For candidates located in our Tier 1 (NYC/Bay Area) and Tier 3 (Salt Lake City) markets, the base salary pay range for this role is below. Flex utilizes a geographic pay differential based on a cost of labor index. If you are located outside of the cities listed below, your starting pay will be adjusted to align with the market conditions of your specific geographic zone. Please speak with your recruiter for additional information regarding the specific range for your location.

Tier 1 (NYC/Bay Area)

$92,000

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Flex is a growth-stage, NYC headquartered FinTech company creating the best rent payment experience.

Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense.

The Vendor Management team is seeking a sharp, action-oriented Workforce Management Real-Time Analyst to operate at the intersection of human judgment and AI-powered intelligence.

In this environment, AI agents continuously ingest data across channels, BPO partners, and systems — surfacing anomalies, modeling risk, generating draft recommendations, and automating routine report outputs.

The RTA's value lies in operational validation, real-time decision-making, and translating AI-surfaced insights into precise, coordinated action.

Monitor and respond to real-time anomalies across all channels and BPO partners.