Workforce Support Analyst and RTA

Unifin, Inc.; 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

About the Company

Unifin Inc is a BPO company with multiple operations in North America, Latin America, and Asia Pacific Region. We are looking for an extraordinary talent who will be part of our unique and diverse team. Are you passionate about company where opportunities are unlimited? Do you love taking challenges and making your brilliant ideas into reality?

Be one of us, and be part of our success story!

Your Role

The Workforce Support Analyst assists with all aspects of workforce optimization, including real-time call monitoring, service-level reporting, call-volume trend analysis, and scheduling team members based on required interval headcount. This role supports schedule creation and optimization within the workforce management tool and helps ensure delivery of organizational goals.

Key Responsibilities

• Monitor real-time queue performance and workforce metrics to ensure service level, response time, and productivity targets are achieved.
• Perform real-time monitoring of call volumes, staffing levels, schedule adherence, and agent availability, recommending staffing adjustments as needed.
• Prepare and distribute workforce performance reports, including service level, occupancy, shrinkage, adherence, and call volume trends.
• Analyze historical and intraday data to identify trends and provide recommendations for workforce optimization.
• Create, maintain, and optimize employee schedules within the Workforce Management (WFM) system to meet operational requirements.
• Process schedule-related requests, including shift changes, time-off requests, overtime, and schedule adjustments while maintaining staffing requirements.
• Collaborate with Operations, Team Leaders, and other support teams to communicate staffing concerns and implement action plans.
• Support forecasting and capacity planning activities by providing accurate workforce data and analysis.
• Ensure workforce management data is accurate, complete, and up to date within WFM tools.
• Assist in identifying opportunities to improve workforce processes, reporting, and scheduling efficiency.
• Maintain compliance with company policies, workforce management guidelines, and service level agreements (SLAs).

About You

• Bachelor's degree in Business Administration, Information Technology, Mathematics, Statistics, or a related field, or equivalent work experience.
• At least 2 years of experience in Workforce Management (Real-Time Analyst, Scheduler, Workforce Analyst, or similar role) in a contact center or BPO environment.
• Basic understanding of workforce management principles, including forecasting, scheduling, real-time management, and reporting.
• Experience using Workforce Management tools such as Verint, NICE IEX, Aspect, Calabrio, Genesys WFM, or similar platforms is preferred.
• Proficient in Microsoft Excel, including formulas, pivot tables, charts, and data analysis.
• Strong analytical and problem-solving skills with the ability to interpret workforce data and identify trends.
• Excellent verbal and written communication skills with the ability to collaborate across multiple teams.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and commitment to data accuracy.
• Willing to work flexible schedules, including weekends, holidays, and rotating shifts, based on business needs.

At UNIFIN, we understand that our corporate success starts by attracting the right people, developing and mentoring those that show potential, and taking steps to retain and promote our top performers.

We believe in our employees and invest in providing the best growth opportunities. Promotions at UNIFIN are based on merit, past performance, and leadership potential.

We recognize our top employees and help them succeed. When you join UNIFIN, you do more than joining a company. You become part of a talented team and self-driven individuals dedicated to bringing success to the Company and their lives.