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Senior Workforce Management Analyst Jobs (NOW HIRING)

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 ...

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

As of Aug 6, 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.

Is a senior workforce management analyst a good career?

A senior workforce management analyst is a valuable role that involves analyzing staffing needs, forecasting labor requirements, and using tools like Excel and workforce management software. It offers opportunities for advancement, specialized skills development, and a stable career path in operations and human resources. The role typically requires strong analytical skills and experience in data-driven decision making.

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 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.

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:
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Senior Workforce Management Analyst jobs near you
Infographic showing various Senior Workforce Management Analyst job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 13% Part Time, and 3% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $109,846 per year, or $52.8 per hour.

Workforce Management Analyst II

System One

Baltimore, MD • Remote

Contractor

Medical, Dental, Vision, Life, Retirement

Re-posted 11 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