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 ...
Quick apply
60 Contactus Workforce Management Analyst Jobs Hiring Near You
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 ...
Description The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This role helps ensure the right ...
Description The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This role helps ensure the right ...
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 ...
Quick apply
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 ...
Job Type Full-time, Temporary Description The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This ...
Job Type Full-time, Temporary Description The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This ...
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 ...
Quick apply
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 ...
Responsibilities & Qualifications Core Role and Purpose The Cyber Workforce Management Analyst serves as the primary authority on cyber talent optimization, policy development, and framework ...
Responsibilities & Qualifications Core Role and Purpose The Cyber Workforce Management Analyst serves as the primary authority on cyber talent optimization, policy development, and framework ...
Core Role and Purpose The Cyber Workforce Management Analyst serves as the primary authority on cyber talent optimization, policy development, and framework compliance. This position bridges the gap ...
Core Role and Purpose The Cyber Workforce Management Analyst serves as the primary authority on cyber talent optimization, policy development, and framework compliance. This position bridges the gap ...
Responsibilities and Qualifications Core Role and Purpose The Cyber Workforce Management Analyst serves as the primary authority on cyber talent optimization, policy development, and framework ...
Responsibilities and Qualifications Core Role and Purpose The Cyber Workforce Management Analyst serves as the primary authority on cyber talent optimization, policy development, and framework ...
Overview We are seeking a Cyber Workforce Management Analyst to join our Prime Contract with the Defense Threat Reduction Agency. TekSynap is a fast growing high-tech company that understands both ...
Quick apply
Overview We are seeking a Cyber Workforce Management Analyst to join our Prime Contract with the Defense Threat Reduction Agency. TekSynap is a fast growing high-tech company that understands both ...
Responsibilities & Qualifications Core Role and Purpose The Cyber Workforce Management Analyst serves as the primary authority on cyber talent optimization, policy development, and framework ...
Responsibilities & Qualifications Core Role and Purpose The Cyber Workforce Management Analyst serves as the primary authority on cyber talent optimization, policy development, and framework ...
The Intraday Workforce Management Analyst (Real Time, Intra Day Plan) plays a critical role in ensuring operational performance through proactive workforce monitoring, schedule optimization, and ...
The Intraday Workforce Management Analyst (Real Time, Intra Day Plan) plays a critical role in ensuring operational performance through proactive workforce monitoring, schedule optimization, and ...
The Intraday Workforce Management Analyst (Real Time, Intra Day Plan) plays a critical role in ensuring operational performance through proactive workforce monitoring, schedule optimization, and ...
The Intraday Workforce Management Analyst (Real Time, Intra Day Plan) plays a critical role in ensuring operational performance through proactive workforce monitoring, schedule optimization, and ...
The Intraday Workforce Management Analyst (Real Time, Intra Day Plan) plays a critical role in ensuring operational performance through proactive workforce monitoring, schedule optimization, and ...
New
The Intraday Workforce Management Analyst (Real Time, Intra Day Plan) plays a critical role in ensuring operational performance through proactive workforce monitoring, schedule optimization, and ...
New
The Intraday Workforce Management Analyst (Real Time, Intra Day Plan) plays a critical role in ensuring operational performance through proactive workforce monitoring, schedule optimization, and ...
New
The Intraday Workforce Management Analyst (Real Time, Intra Day Plan) plays a critical role in ensuring operational performance through proactive workforce monitoring, schedule optimization, and ...
New
Management Analyst, Associate - Workforce Management (Call Center)
Richmond, VA · On-site
$47K - $88K/yr
The Management Analyst Associate supports the call center's Workforce Management (WFM) function by analyzing staffing and operational data, forecasting demand, and ensuring workforce resources align ...
Management Analyst, Associate - Workforce Management (Call Center)
Richmond, VA · On-site
$47K - $88K/yr
The Management Analyst Associate supports the call center's Workforce Management (WFM) function by analyzing staffing and operational data, forecasting demand, and ensuring workforce resources align ...
Sr. Workforce Management Analyst
$83K - $104K/yr
The Senior Workforce Management Analyst is responsible for the oversight, analysis, and governance of store payroll hours, labor budgets, and workforce financial performance. This role serves as a ...
Sr. Workforce Management Analyst
$83K - $104K/yr
The Senior Workforce Management Analyst is responsible for the oversight, analysis, and governance of store payroll hours, labor budgets, and workforce financial performance. This role serves as a ...
Sr. Workforce Management Analyst
$80K - $99K/yr
The Senior Workforce Management Analyst is responsible for the oversight, analysis, and governance of store payroll hours, labor budgets, and workforce financial performance. This role serves as a ...
Sr. Workforce Management Analyst
$80K - $99K/yr
The Senior Workforce Management Analyst is responsible for the oversight, analysis, and governance of store payroll hours, labor budgets, and workforce financial performance. This role serves as a ...
Sr. Workforce Management Analyst
Charlotte, NC · On-site
$83K - $104K/yr
The Senior Workforce Management Analyst is responsible for the oversight, analysis, and governance of store payroll hours, labor budgets, and workforce financial performance. This role serves as a ...
Sr. Workforce Management Analyst
Charlotte, NC · On-site
$83K - $104K/yr
The Senior Workforce Management Analyst is responsible for the oversight, analysis, and governance of store payroll hours, labor budgets, and workforce financial performance. This role serves as a ...
Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and data analysis techniques. * Workforce Management knowledge and experience, including forecasting ...
Quick apply
Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and data analysis techniques. * Workforce Management knowledge and experience, including forecasting ...
Intermediate to advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and basic data analysis techniques. * Foundational Workforce Management knowledge, including ...
Quick apply
Intermediate to advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and basic data analysis techniques. * Foundational Workforce Management knowledge, including ...
ContactUs Jobs Information
What other companies are hiring for Workforce Management Analyst jobs?
What are the most popular jobs at Contactus?
Contractor
Medical, Dental, Vision, Life, Retirement
Re-posted 7 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
About System One
Sourced by ZipRecruiter
System One helps employers get work done more efficiently and economically without compromising quality. Over our 35+ year history, we've helped connect thousands of talented people with innovative companies. The excitement of a perfect fit motivates us every single day.
Industry
Business consulting services and recruiting and staffing services
Company size
5,001 - 10,000 Employees
Headquarters location
Pittsburgh, PA, US