Real-Time Workforce Management Analyst — Remote

Creative Solutions Services, LLC; Nashville (TN); On-site; USD 46,000 - 62,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Job summary

Creative Solutions Services, LLC is seeking an Eligibility Lead Analyst for a 4-month remote contract. The role focuses on real time workforce management, scheduling optimization, capacity planning, and data reporting for the contact center.

Work schedule is Monday–Friday 5:30–10pm Central Time plus every other weekend. Start ASAP with a W2 pay rate of $26/hour and weekly pay, with medical, dental, and vision benefits included.

Qualifications

• Experience in Workforce Management (WFM) within a contact center environment.
• Proficiency with Verint software is required.
• Hands-on experience with Finesse/UCCE skilling tools and reporting engines like Aceyus or HIP.

Responsibilities

• Optimize workforce and schedules using WFM platforms and Excel models.
• Maintain and adjust agent schedules; manage PTO and coverage.
• Monitor attendance and update tracking systems in real time.
• Analyze intraday queues and balance agent skills using platform tools.
• Generate daily, weekly, and monthly performance reports for leadership.

Skills

Multitasking

Attention to detail

Problem solving

Education

High School Diploma

Tools

Verint

Finesse/UCCE

Aceyus

HIP

Job description

Creative Solutions Services, LLC is seeking an Eligibility Lead Analyst for a 4-month remote contract. The role focuses on real time workforce management, scheduling optimization, capacity planning, and data reporting for the contact center.

Work schedule is Monday–Friday 5:30–10pm Central Time plus every other weekend. Start ASAP with a W2 pay rate of $26/hour and weekly pay, with medical, dental, and vision benefits included.