Workforce Management Analyst

Eligibility Lead Analyst

Fully remote in any state except NY, CA, HI or AK

04-month contract (opportunity for extension or conversion to FTE, depending on performance, attendance, and business needs).

Monday through Friday 5:30 10pm Central Time and every other Saturday and Sunday 7-3:30 Central Time.

ASAP, pending completion of new hire onboarding

$26/hr on W2 (Paid weekly)

Medical, Dental, Vision.

Role Overview

The Workforce Management Real Time Analyst supports internal operations through comprehensive workforce management, capacity planning, and real-time execution. This seasonal position manages real-time queue analysis. The analyst leverages data metrics to optimize staffing levels, drive customer satisfaction, and support business needs.

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: 23 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

**Upon acceptance of the offer, you will be required to submit to a background check, including employment and education verifications and urinalysis drug screening.** #TMHC