Location
Grayslake
Job Type
Full-time
Posted
July 18, 2026
Job Description
Job Title: Workforce Management Real-Time AnalystJob 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 up...
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 up...