Workforce Management Analyst
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.1
Reclaim your time by letting our AI handle the grunt work of job searching.
We continuously scan millions of openings to find your top matches.
Overview
Remote
On-site
Compensation
upto$26/hour
Job Description
Eligibility Lead AnalystLocation: Fully remote in any state except NY, CA, HI or AKDuration: 4-month initial contract length (opportunity for extension or conversion to FTE, depending on performance, attendance, and business needs).Work Schedule: Monday through Friday 5:30 – 10pm Central Time and every other Saturday and Sunday 7-3:30 Central Time.Start Date: ASAP, pending completion of new hire onboardingPay Rate: $26/hr on W2 (Paid weekly)Benefits: 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.
- 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.
- 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
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
FAQs About Workforce Management Analyst Jobs at Tailored Management
What is the work location for this position at Tailored Management?
This job at Tailored Management is located in Nashville, TN, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Tailored Management?
Candidates can expect a pay range of $26 (per hour).
What employment applies to this position at Tailored Management?
The employer has not provided this information. This may be discussed during the hiring process.
What is the process to apply for this position at Tailored Management?
You can apply for this role at Tailored Management either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.