WFM Real-time Analyst

Job Title: Workforce Management Real-Time Analyst

Job Description

The Workforce Management (WFM) Real-Time Analyst plays a crucial role in supporting the Workforce Management application for a medium-sized Agent Contact Center. The analyst"s primary focus is to ensure that resources are optimally utilized, reducing costs and supporting operational growth while maintaining service levels. This role involves maintaining and updating forecasts, agent assignments, and real-time contact center operations to create a significant impact for patients and healthcare providers.

Responsibilities

• Support Contact Center Workforce Management (WFM) processes for forecasting, scheduling, intraday management, shrinkage, and reporting analytics to meet business goals and service level agreements.
• Monitor and analyze call and activity volumes against available staff to optimize resource schedules and maintain contact center key performance indicators.
• Maintain and update staff schedules to ensure optimal coverage with the right resources at the right time.
• Develop, analyze, and deliver WFM and Contact Center reports with insights and lessons learned from previous periods.
• Adjust agent resource assignments to ensure they receive the right calls at the right time.
• Review and approve agent time off and schedule change requests.
• Research and analyze agent schedule adherence issues and provide suggestions for improvement.

Essential Skills

• Attention to detail
• Experience with Excel, Visio, and PowerPoint
• Ability to create detailed documentation, including training guides
• Data analytical aptitude
• Excellent communication skills
• Proficiency in WFM tasks such as forecasting, scheduling, intraday management, and shrinkage
• Experience with report generation and analysis

Additional Skills & Qualifications

• Prior experience in a medium to large call-center environment
• WFM administrative and real-time scheduling support experience
• High school diploma or GED equivalent required; college degree preferred
• Experience with WFM platforms like Five9/VO or NICE InContact
• Ability to communicate clearly and professionally at all levels
• Experience in training individuals or groups on new concepts and processes
• Innovative problem solver with a focus on accuracy
• Experience in coaching agents to drive performance improvements

Work Environment

The work schedule is from Monday to Friday, 9:30 AM CST to 6:00 PM CST, with no overtime required. Call volume fluctuates, with periods of high activity and lighter times. The role is highly repetitive, focusing on phone communication and processing calls throughout the day.

Job Type & Location

This is a Contract position based out of Grayslake, IL.

Pay and Benefits

The pay range for this position is $42.00 - $46.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Jul 23, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.