Workforce Management Analyst

Eligibility Lead AnalystFully remote in any state except NY, CA, HI or AK04-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 OverviewThe 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 ResponsibilitiesWorkforce & Schedule OptimizationSchedule 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 AdjustmentsIntraday 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 & AdministrationReporting 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.QualificationsExperience: 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 RequirementsHigh School DiplomaMust 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