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Justin Jozwiak

@justinjozwiak

Message

Experienced workforce management analyst specializing in real-time adherence and contact center optimization.

United States

Message

What I'm looking for

I am seeking a remote WFM role focused on RTA, intraday management, scheduling optimization and capacity planning where I can improve service levels and operational efficiency.

I am a workforce management analyst with over six years of experience optimizing contact center operations through real-time adherence (RTA), intraday management, scheduling optimization, capacity planning and short-term forecasting. I have managed large-scale agent populations, led onboarding for thousands of agents, and supported WFM system implementations using tools such as NICE IEX, Verint, Five9 and AWS.

I leverage advanced Excel, SQL query and Tableau for performance analytics, shrinkage and attrition analysis, and attendance reporting to drive data-informed staffing and service level decisions. I prioritize operational efficiency, clear reporting, and reliable adherence monitoring to support scalable, high-performing contact centers.

Experience

Work history, roles, and key accomplishments

Workforce Analyst

Quantum Health

May 2022 - Mar 2026 (3 years 10 months)

Monitored and managed real-time adherence (RTA) and intraday operations for afternoon to late-night shifts, overseeing 700+ agents and onboarding 1,500+ agents into WFM systems to improve occupancy and adherence.

Real Time Adherence Intraday NICE IEX Five9 Attendance Reporting AWS Capacity Planning

Real Time Analyst

Grubhub

May 2022 - Oct 2022 (5 months)

Managed U.S. and international contact centers for RTA monitoring, attendance reporting and workforce planning, using Verint and Five9 and large-scale Excel data processing to optimize schedules and capacity.

Real Time Adherence Five9 Scheduling Capacity Planning Advanced Excel Attendance Reporting

Senior Real Time Analyst

Assurant

Sep 2021 - May 2022 (8 months)

Performed intraday management, daily forecasting and attendance tracking for 2,500 employees, conducting shrinkage analysis and workforce capacity planning to meet service level targets.

Intraday Forecasting Workforce Planning RTA

Senior Real Time Analyst

Morley Companies

Sep 2017 - Sep 2021 (4 years)

Executed call data analysis, short-term forecasting, scheduling optimization and real-time management for U.S. and Philippines contact centers, managing shrinkage and international workforce planning.

Forecasting Scheduling IEX Workforce Planning Attendance Reporting

Real Time Analyst

Tabula Rasa Healthcare

Oct 2022 - Present (3 years 5 months)

Oversaw U.S. contact centers focusing on RTA, intraday workforce management and attendance tracking, performing demand forecasting and staffing goal setting using Verint and Five9.

Real Time Adherence Five9 Forecasting Excel Workforce Planning Performance Analytics