Remote Real-Time WFM Analyst (Evening Shifts)

Kelly; Naperville (IL); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Retirement savings plan

Holiday pay

Transit spending account

Paid sick leave

Job summary

Kelly is seeking a Workforce Management Real Time Analyst to support internal operations with comprehensive workforce management. This contract assignment offers 100% remote work and a pay rate of $26 per hour.

The role requires 2–3 years of WFM experience in a contact center, Verint proficiency, and strong analytical skills. You will maintain schedules, monitor real-time queues, adjust skill profiles, and generate routine performance reports.

Qualifications

• 2–3 years of dedicated Workforce Management experience in a contact center.
• Proficiency with Verint WFM software.
• Experience with Finesse/UCCE skilling tools and reporting engines (Aceyus or HIP).

Responsibilities

• Schedule maintenance and optimization using WFM platforms and Excel models.
• Monitor intraday queues and adjust skill profiles.
• Track attendance and logging updates in tracking systems.
• Generate daily, weekly, and monthly performance reports.

Skills

WFM in contact center

Multitasking

Attention to detail

Problem-solving

Education

High School Diploma

Tools

Verint software

Finesse/UCCE

Aceyus

HIP

Job description

Kelly is seeking a Workforce Management Real Time Analyst to support internal operations with comprehensive workforce management. This contract assignment offers 100% remote work and a pay rate of $26 per hour.

The role requires 2–3 years of WFM experience in a contact center, Verint proficiency, and strong analytical skills. You will maintain schedules, monitor real-time queues, adjust skill profiles, and generate routine performance reports.