A Human Resources Analyst collects and analyzes human resources data for a company or organization, and reports on trends in compensation, benefits and recruitment. Assists with employee hiring and assessments and helps to design human resources programs. May conduct and analyze employee surveys and report findings to managers.
Job Summary Must have a passion for helping people! KECH, Inc. is a HUBZone-certified, Woman Owned Small Business (WOSB) founded by leaders who bring knowledge and experience that span 45+ years of success in IT services, service desk, and contact center. KECH is committed to helping our clients achieve extraordinary customer service, one great interaction at a time. KECH is an equal-opportunity employer. Candidates must be able to attain a federal government clearance for the FSA. The start date is expected to be sometime in September 2026 depending on when clearance is attained. The clearance process will require applicant action during the 50 days before the position starts.
POSITION OVERVIEW
The Workforce Management (WFM) Analyst supporting the Nelnet contact center program is responsible for driving daily operational efficiency and service level stability through real-time intraday monitoring, schedule administration, and real-time adherence tracking across all contact channels. Operating as a tactical partner to operational leadership, the analyst continuously tracks queue metrics, handle times, occupancy, and agent state performance, identifying real-time variances from projected volumes and making immediate adjustments to maintain targeted service levels and minimize abandonment rates. The role manages day-to-day schedule updates, including processing real-time exception entries—such as unscheduled leave, coaching, meeting time, and training—while evaluating their immediate impact on overall intraday capacity and shrinkage trends. By continuously auditing agent adherence to assigned schedules, performing root-cause analysis on real-time operational deviations, and delivering intraday performance updates to leadership, the analyst ensures the frontline workforce is optimally deployed to deliver a reliable, high-quality servicing experience for borrowers.
POSITION DESCRIPTION
1.
Real-Time Intraday Monitoring:
Track live queue metrics, call volume spikes, Average Handle Time (AHT), occupancy, and service levels across all contact channels to maintain daily performance goals. 2.
Schedule Adherence Tracking:
Monitor agent state changes and schedule adherence in real time, identifying non-adherence patterns and coordinating with team leads to minimize shrinkage and off-queue downtime. 3.
Schedule Maintenance & Exception Entry:
Process daily schedule modifications, including logging time-off requests, training, coaching sessions, meetings, unscheduled absences, and offline activities into the WFM system. 4.
Intraday Tactical Adjustments:
Reallocate agent skill sets, adjust breaks, or recommend immediate off-queue activity cancellations during unexpected volume surges or staffing shortages. 5.
Operational Communication & Escalation:
Keep program leadership and supervisors informed of real-time queue performance, outage impacts, staffing deficits, and service-level risks throughout the operating day. 6.
Shrinkage & Performance Reporting:
Generate intraday and end-of-day reports summarizing adherence trends, shrinkage rates, and volume variances to support continuous operational improvements.
SPECIAL SKILLS
Success in this real-time WFM Analyst role requires a blend of sharp analytical skills, proficiency with enterprise WFM platforms (such as NICE IEX, Verint, Aspect, or Genesys), and strong communication under pressure. The ideal candidate must possess high numerical literacy to quickly decipher real-time metrics—such as Average Handle Time (AHT), occupancy, and shrinkage—enabling swift root-cause analysis and data-driven tactical adjustments during unexpected volume surges or staffing deficits. Equally critical are exceptional composure and clear, concise communication, which allow the analyst to collaborate seamlessly with operational leadership, provide immediate guidance to frontline supervisors, and maintain schedule integrity while navigating fast-paced, intraday operational shifts.
ADDITIONAL SKILLS/PROFESSIONAL CHARACTERISTICS
Candidate must have 2 years experience in a WFM role. Equal Opportunity Employer/Veterans/Disabled KECH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. We are committed to creating an inclusive workplace where all employees feel welcome and respected. Benefits
VACATION
2 weeks paid vacation after 1 year of service, 3 weeks after 5 years, and 4 weeks after 15 years.
HOLIDAYS
A minimum of ten paid holidays per year: New Year's Day, Martin Luther King Jr.'s Birthday, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans' Day, Thanksgiving Day, and Christmas Day.
Other Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Referral program Vision insurance Work from home Weekly day range: Monday to
Friday Job Type:
Full-time Pay:
$22.13 per hour Expected hours: 40 per week
Shift:
8 hour shift Day shift Evening shift Morning shift Night shift Shift availability: Day/Evening flexibility required
Work Location:
Remote, but must reside in Williamsburg, KY or surrounding area.
Pay:
$22.13 per hour
Benefits:
401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance
