Workforce Management Real Time Analyst

Job Description

Job Description

Finding a job that fits your lifestyle isn’t always easy. That’s where Kelly® comes in. We’re seeking a Workforce Management Real Time Analyst to support internal operations through comprehensive workforce management. Sound good? Take a closer look below. We’re here to help you find something great that works for you—so you won’t miss a moment of what really matters in your life.

SNAPSHOT:
Rate of pay: $26.00 per hour
Contract assignment
100% remote
Training Hours – 9:00am to 5:00pm CST, Monday to Friday
After training: Monday to Friday, 5:30pm to 10:00pm CST and every other weekend from 7:00am to 3:30pm CST

Key Responsibilities
Workforce & Schedule Optimization

• Schedule Maintenance: Maintain and optimize agent schedules using workforce management (WFM) platforms and advanced Excel models.
• Capacity Planning: Manage operational PTO allocation and analyze scheduling trends to prevent coverage gaps.
• Exception Management: Update schedule changes, process shift trades, and manual tracking requests received via the team mailbox.
• Attendance Tracking: Monitor the employee attendance line and log real-time updates directly into tracking systems.

Real-Time Monitoring & Skill Adjustments

• Intraday Queue Management: Monitor live phone queues to identify service level risks and optimize queue allocation.
• Dynamic Skilling: Adjust agent skill profiles using Humanify/UCCE platforms to balance incoming contact volumes.

Data Analysis & Administration

• Reporting Suites: Generate actionable daily, weekly, and monthly performance reports for leadership.
• System Maintenance: Update infrastructure filters, skilling matrices, and staffing logs across platforms - Verint and HIP.
• Ad-Hoc Projects: Execute data collection tasks and analytical assignments as required by business operations.

Qualifications
Experience: 2–3 years of dedicated Workforce Management (WFM) experience in a contact center environment.
WFM Platform Expertise: Required proficiency in Verint software.
Telephony & Telemetry Tools: Hands-on experience with Finesse/UCCE skilling tools and reporting engines like Aceyus or HIP.
Professional Attributes: Demonstrated ability to multitask under tight deadlines, high attention to precision, and strong problem-solving skills.

Role Requirements:
High School Diploma
Must be able to work Monday through Friday 5:30 – 10pm Central Time and every other Saturday and Sunday 7-3:30 Central Time.
Fully remote in any state except NY, CA, HI or AK

What happens next
Once you apply, you’ll proceed to the next steps if your skills and experience look like a good fit. But don’t worry—even if this position doesn’t work out, you’re still in our network. That means all of our recruiters will have access to your profile, expanding your opportunities even more.

Helping you discover what’s next in your career is what we’re all about, so let’s get to work. Apply today!

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Get a complete career fit with Kelly®.

You’re looking to keep your career moving onward and upward, and we’re here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.