Real-Time Workforce Analyst & Scheduler

Unifin Inc; Niles (IL); On-site; USD 58,000 - 82,000; Full time

Job summary

UNIFIN INC is seeking a Workforce Support Analyst to optimize staffing, monitor real-time queues, report service levels, and help schedule teams using our Workforce Management tools.

The role emphasizes data analysis, cross-functional collaboration, and adherence to SLAs in a fast-paced BPO environment. Bachelor’s degree and 2+ years in WFM are preferred; weekend/holiday shifts may be required.

Qualifications

• Bachelor's degree or equivalent work experience.
• At least 2 years of Workforce Management experience in a contact center/BPO.
• Basic understanding of forecasting, scheduling, real-time management and reporting.
• Experience with WFM tools such as Verint, NICE IEX, Aspect, Calabrio, or Genesys WFM is preferred.
• Proficient in Microsoft Excel with data analysis skills.

Responsibilities

• Monitor real-time queue performance and workforce metrics to ensure service level, response time, and productivity targets are met.
• Perform real-time monitoring of call volumes, staffing levels, schedule adherence, and agent availability; recommend staffing adjustments.
• Prepare and distribute workforce performance reports including service level, occupancy, adherence, and call volume trends.
• Analyze historical and intraday data to identify trends and provide optimization recommendations.
• Create, maintain, and optimize employee schedules within the WFM system to meet operational needs.
• Process schedule-related requests such as shift changes, time-off, overtime while maintaining staffing requirements.
• Collaborate with Operations and Team Leaders to communicate staffing concerns and implement action plans.
• Support forecasting and capacity planning with accurate workforce data and analysis.

Skills

Excel

Analytical skills

Communication skills

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, monitor real-time queues, report service levels, and help schedule teams using our Workforce Management tools.

The role emphasizes data analysis, cross-functional collaboration, and adherence to SLAs in a fast-paced BPO environment. Bachelor’s degree and 2+ years in WFM are preferred; weekend/holiday shifts may be required.