About FreshBooks

FreshBooks is a leading cloud-based SaaS accounting software platform built for small business owners and consistently ranks #1 easiest to use. With an emphasis on keeping things simple and stress-free wherever possible, FreshBooks makes the hard parts of running a business a little bit easier. With FreshBooks, our customers can get paid faster and spend less time on admin and paperwork, so they can focus on what they do best—growing their businesses.

At FreshBooks, we believe in human-centric connections that empower teams to do their best work. Headquartered in Toronto, Canada, our team operates in clusters across North America and Europe using a variety of working environments—remote, hybrid, and in-office—all based on what’s best for the team, collaboration, and mental well-being. We are committed to creating a supportive and flexible workplace where everyone can thrive, grow, and make an impact on small business owners and accountants.

Overview

The WFM Real Time Analyst monitors and analyzes live operational performance, ensuring adherence to set schedules and swiftly adjusting strategies based on real-time data. They generate reports, document findings, and engage in root-cause analysis to tackle performance issues. Additionally, the role ensures operational alignment with organizational goals.

What You'll Do

Real-Time Monitoring Monitor incoming volume to ensure proper support coverage and delivery of the Support team’s Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) Ensure timely communication with relevant teams and stakeholders Intra-Day Coordination Evaluate and implement ad hoc events and training plans for the current week in alignment with department requirements Organize and execute coverage plans for modified operation events (e.g. statutory holidays, overtime work) Monitor, deliver, and report on Key Performance Indicators (KPIs) for the Support Department  Shrinkage, Adherence, and Attendance Reports: Ensure the timely delivery and analysis of these reports for performance evaluation. Proactive Planning and Strategy: Develop strategies for improving operations based on trends and identified areas for enhancement. Continuous Improvement: Focus on ongoing optimization and efficiency in operations. Documentation and Analysis: Keep detailed records and perform a thorough analysis to inform future strategies and decisions

What You’ll Bring 

2+ years of experience in a phone-focused Support department and/or 1 year specifically in workforce management. Written & Verbal Communication Skills; able to quickly craft messages that are accurate, clear and concise with tact  Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred. Experience with SaaS applications such as Google Suites, Zendesk, and BambooHR. Previous experience with WFM applications (Playvox, Assembled or Tymeshift) is preferred/is a plus. Technical aptitude; able to learn new systems quickly Decision-making Skills; Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation. Strong interpersonal skills; able to collaborate with other leaders and stakeholders with empathy Ability to approach any challenge with a solution-oriented mindset Champion of the PORCHFEST (Passion, Ownership, Results, Change, Honesty, Fun, Empathy, Stretch, Trust) and departmental Support Values

 

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Why FreshBooks?

At FreshBooks, every team member knows their voice is heard and their contributions matter, making a difference in the lives of millions of small business owners and accountants worldwide. Grow your career, work on projects that excite you, and thrive in a supportive and collaborative environment.

Perks & Benefits