Real-Time Workforce Analyst: Optimize Schedules & Insights

Doist; Niles (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

UNIFIN Inc. is seeking a Workforce Support Analyst to optimize staffing and scheduling in a dynamic contact center environment. You will monitor real-time metrics, generate performance reports, and collaborate with operations to ensure service levels and efficiency.

The role requires experience in Workforce Management, strong Excel skills, and the ability to analyze data to drive staffing decisions across multiple shifts.

Qualifications

• Bachelor's degree or equivalent in a related field.
• At least 2 years in Workforce Management in a contact center or BPO.
• Experience with WFM tools such as Verint, NICE IEX, Aspect, Calabrio, or Genesys WFM is preferred.

Responsibilities

• Monitor real-time queue performance and ensure service level targets are met.
• Analyze call volumes and staffing to recommend adjustments.
• Prepare and distribute reports on SLA, occupancy, shrinkage, and trends.
• Create, maintain, and optimize employee schedules within the WFM system.
• Support forecasting and capacity planning with accurate workforce data.
• Ensure data accuracy and compliance with SLAs and policies.

Skills

Excel

Analytical skills

Communication skills

Data interpretation

Education

Bachelor's degree or equivalent

Tools

Verint

NICE IEX

Aspect

Calabrio

Genesys WFM

Job description

UNIFIN Inc. is seeking a Workforce Support Analyst to optimize staffing and scheduling in a dynamic contact center environment. You will monitor real-time metrics, generate performance reports, and collaborate with operations to ensure service levels and efficiency.

The role requires experience in Workforce Management, strong Excel skills, and the ability to analyze data to drive staffing decisions across multiple shifts.