Remote Real-Time Workforce Management Analyst

Kelly Services; Naperville (IL); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Remote work nationwide

Job summary

Kelly Services is seeking a Workforce Management Real Time Analyst to support internal operations in a 100% remote capacity. The role requires 2–3 years of WFM experience in a contact center, with Verint proficiency and hands-on Finesse/UCCE skilling tools.

You will monitor live queues, optimize schedules, and generate performance reports while maintaining real-time accuracy. The position offers a $26.00 per hour rate, training hours CST, and a standard evening schedule with every other weekend,

Qualifications

• 2–3 years of dedicated Workforce Management experience in a contact center environment.
• Verint software proficiency is required.
• Hands-on experience with Finesse/UCCE skilling tools and reporting engines like Aceyus or HIP.

Responsibilities

• Schedule Maintenance: Maintain and optimize agent schedules using workforce management platforms and Excel models.
• Capacity Planning: Manage PTO allocation and analyze scheduling trends to prevent coverage gaps.
• Exception Management: Update schedule changes, process shift trades, and manual tracking requests.
• Attendance Tracking: Monitor attendance and log real-time updates into tracking systems.
• Intraday Queue Management: Monitor live queues to identify service level risks and optimize queue allocation.
• Dynamic Skilling: Adjust agent skill profiles to balance contact volumes.
• Reporting: Generate daily, weekly, and monthly performance reports for leadership.
• System Maintenance: Update filters, skilling matrices, and staffing logs across Verint and HIP.

Skills

WFM experience

Call center

Attention to detail

Education

High School Diploma

Tools

Verint

Finesse/UCCE

Aceyus

HIP

Job description

Kelly Services is seeking a Workforce Management Real Time Analyst to support internal operations in a 100% remote capacity. The role requires 2–3 years of WFM experience in a contact center, with Verint proficiency and hands-on Finesse/UCCE skilling tools.

You will monitor live queues, optimize schedules, and generate performance reports while maintaining real-time accuracy. The position offers a $26.00 per hour rate, training hours CST, and a standard evening schedule with every other weekend,