Workforce Support Analyst and RTA

About the Company Unifin Inc is a BPO company with multiple operations in North America, Latin America, and Asia Pacific Region. We are looking for an extraordinary talent who will be part of our unique and diverse team. Are you passionate about company where opportunities are unlimited? Do you love taking challenges and making your brilliant ideas into reality ? ** Be one of us, and be part of our success story! Your Role 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. Key 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). About You For you to become a successful candidate for this role: 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. Experience using Workforce Management tools such as Verint, NICE IEX, Aspect, Calabrio, Genesys WFM, or similar platforms is preferred. Proficient in Microsoft Excel, including formulas, pivot tables, charts, and data analysis. Strong analytical and…