Workforce Support Analyst and RTA

Unifin, Inc•Niles, IL

10d

About The Position

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.

Requirements

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.
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.

Nice To Haves

Experience using Workforce Management tools such as Verint, NICE IEX, Aspect, Calabrio, Genesys WFM, or similar platforms is preferred.

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).