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Senior Workforce Management Analyst Jobs (NOW HIRING)

LanceSoft, Inc.

$80 - $85/hr

Client is seeking an experienced and strategic Senior Workforce Manager to lead our workforce ... Utilize advanced analytical techniques to predict future workforce needs, ensuring alignment with ...

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client site in Baltimore, MD (21224) Type: Contract-to-Hire (high possibility of extension) Schedule: 40 hours ...

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client site in Baltimore, MD (21224) Type: Contract-to-Hire (high possibility of extension) Schedule: 40 hours ...

M&T Bank

Workforce Management Analyst I

Williamsville, NY · On-site

$20.55 - $34.25/hr

... management to consider). * Identify, analyze and interpret patterns or trends in call volume and ... Minimum of 1 years' experience with workforce management software Experience creating and designing ...

Ashby

Support Workforce Management Analyst - Americas

$95K - $125K/yr

Now we're adding a Workforce Management Analyst to own the execution layer: turning those forecasts into thoughtful schedules and managing coverage in real time as the day unfolds. This is not a ...

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Senior Workforce Management Analyst information

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How much do senior workforce management analyst jobs pay per year?

As of Jul 16, 2026, the average yearly pay for senior workforce management analyst in the United States is $109,846.00, according to ZipRecruiter salary data. Most workers in this role earn between $90,500.00 and $137,000.00 per year, depending on experience, location, and employer.

What does a workforce management analyst do?

A workforce management analyst is responsible for analyzing staffing needs, scheduling, and resource allocation to optimize employee productivity and operational efficiency. They use tools like workforce management software and data analysis techniques to forecast demand, monitor performance, and ensure adequate staffing levels across departments.

What does a Senior Workforce Management Analyst do?

A Senior Workforce Management Analyst is responsible for forecasting staffing needs, analyzing workforce data, and optimizing scheduling to ensure efficient operations. They use advanced data analysis techniques to identify trends, recommend improvements, and support decision-making in areas such as staffing, productivity, and cost management. Their role often involves collaborating with management and other departments to align workforce strategies with business goals, as well as mentoring junior analysts. They play a key role in ensuring that organizations have the right number of staff with the right skills at the right times.

What does a senior workforce analyst do?

A senior workforce management analyst is responsible for analyzing staffing needs, forecasting labor requirements, and developing strategies to optimize workforce productivity. They often use data analysis tools and workforce management software to monitor staffing levels, improve scheduling, and ensure operational efficiency. This role requires strong analytical skills and knowledge of workforce planning processes.

What are some typical challenges a Senior Workforce Management Analyst faces and how can they be addressed?

Senior Workforce Management Analysts often face challenges such as forecasting accuracy, adapting to changing business needs, and managing multiple data sources. Balancing operational efficiency with employee satisfaction can be complex, especially in fast-paced environments where call volumes or workload fluctuate. Strong analytical skills, effective communication with operations and HR teams, and continuous process improvement are key to overcoming these challenges. Utilizing advanced WFM software and staying updated on industry trends can also help ensure optimal workforce planning.

Is a WFM analyst a good career?

A Senior Workforce Management Analyst is a valuable role focused on optimizing staffing, scheduling, and resource allocation using tools like workforce management software. It offers opportunities for career growth, skill development in data analysis and forecasting, and is often in demand across industries such as customer service and call centers.

How much is the salary of a senior analyst?

The salary of a Senior Workforce Management Analyst typically ranges from $70,000 to $100,000 annually, depending on experience, location, and industry. Senior analysts often have advanced skills in data analysis, forecasting, and workforce planning, which can influence compensation levels.

What are the key skills and qualifications needed to thrive as a Senior Workforce Management Analyst, and why are they important?

To thrive as a Senior Workforce Management Analyst, you need strong analytical skills, expertise in forecasting and scheduling, and a background in business, statistics, or a related field. Proficiency with workforce management software (such as NICE or Genesys), advanced Excel skills, and familiarity with data visualization tools are typically required. Exceptional problem-solving abilities, attention to detail, and effective communication are crucial soft skills for this role. These skills ensure accurate workforce planning, optimize operational efficiency, and enable clear stakeholder collaboration in dynamic business environments.
What cities are hiring for Senior Workforce Management Analyst jobs? Cities with the most Senior Workforce Management Analyst job openings:
What are the most commonly searched types of Workforce Management Analyst jobs? The most popular types of Workforce Management Analyst jobs are:
What states have the most Senior Workforce Management Analyst jobs? States with the most job openings for Senior Workforce Management Analyst jobs include:
Senior Workforce Management Analyst jobs near you
Infographic showing various Senior Workforce Management Analyst job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 1% Internship, 86% Full Time, 6% Part Time, 1% Temporary, and 5% Contract. Highlights an 82% Physical, 5% Hybrid, and 13% Remote job distribution, with an average salary of $109,846 per year, or $52.8 per hour.
Workforce Management Analyst II

Workforce Management Analyst II

System One

Baltimore, MD • Remote

Contractor

Medical, Dental, Vision, Life, Retirement

Posted 21 days ago

Job description

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) — REMOTE

Location: Remote (U.S.) — client site in Baltimore, MD (21224) Type: Contract-to-Hire (high possibility of extension) Schedule: 40 hours/week Pay (W2): USD 38.70/H

JOB OVERVIEW

In this role, you’ll support a Customer Service Center by analyzing historical call/transaction data and business drivers to forecast future workload trends and plan staffing levels. You’ll partner with business leaders to build capacity plans, create schedules, and respond to ad hoc workforce planning requests—ensuring strong coverage and service levels.

WHAT YOU’LL DO

  • Forecast call volume and staffing/resource needs (long-range capacity, day-of-week, and intraday forecasts).

  • Develop staffing plans and schedule recommendations to meet service objectives; continuously identify opportunities to improve staff levels, skill groups, and capacity plans.

  • Evaluate forecasting and scheduling performance and generate weekly schedules aligned to forecasted volumes and service level requirements.

  • Maintain scheduling/forecasting data integrity (headcount, schedule preferences, and related database inputs).

  • Design, build, and maintain reports/spreadsheets/databases tracking key service metrics; import data from other sources as needed.

  • Incorporate cyclical/periodic events into weekly, monthly, and annual workforce plans (including skill-based routing considerations).

  • Monitor and report schedule adherence.

  • Participate in forecasting/planning meetings; support special projects and assist with disaster recovery activities as needed.

REQUIRED QUALIFICATIONS

  • Bachelor’s degree, OR equivalent experience

    • In lieu of a Bachelor’s degree: additional 4 years of relevant experience (in addition to required experience)

  • 3+ years of experience in service center operations or scheduling/forecasting within a call center environment

  • Advanced Microsoft Excel (pivot tables, lookup functions, formulas, and data analysis techniques)

  • Strong analytical/problem-solving skills (trend identification, root cause analysis, actionable recommendations)

  • Workforce Management knowledge including forecasting, scheduling, capacity planning, shrinkage, and contact center KPIs (AHT, ASA, Service Level, Occupancy, Abandonment Rate)

  • Experience with WFM/contact center platforms such as Genesys Cloud, NICE IEX/CXone, or similar systems

  • Strong communication and stakeholder management skills (present findings, collaborate across teams, influence decisions)

NICE TO HAVE

  • Experience building automated reporting or dashboards (e.g., Access, advanced Excel modeling)

  • Experience supporting skills-based routing environments and multi-skill scheduling

  • Strong experience with adherence monitoring and shrinkage planning

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

#M- #LI-

Ref: #851-Rockville-S1