Relativity
Relativity

69 Relativity Workforce Management Analyst Jobs Hiring Near You

In this role, the Workforce Mgmt. Analyst II will partner with business leaders to develop staffing capacity as well as assist with ad hoc workforce planning analysis requests to ensure adequate ...

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 ...

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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Relativity Jobs Information

What is it like to work at Relativity?

Relativity is a technology company that values innovation, collaboration, and customer-centricity, fostering a dynamic and fast-paced work environment.

The company's team structure is designed to encourage cross-functional collaboration, with a flat organizational hierarchy and a focus on empowering employees to take ownership of their projects. Relativity's mission is to revolutionize the way people work with data, and its products are used by various industries, including law, finance, and government.

Working at Relativity may appeal to candidates who are passionate about technology, data analysis, and problem-solving, as the company offers opportunities to work on cutting-edge projects, develop new skills, and contribute to the growth of a rapidly expanding organization.

What makes Relativity an attractive place to work?

Relativity is a leading provider of cloud-based data platforms for the legal and compliance industries, known for its innovative approach to data management and e-discovery solutions. The company's workplace culture values collaboration, innovation, and employee growth, with opportunities for professionals to work on cutting-edge projects and develop their skills in a dynamic and supportive environment. Joining Relativity can offer individuals a chance to contribute to the company's mission of making data more accessible and usable, while also advancing their careers in a rapidly evolving industry.

What are the most popular categories at Relativity?

Infographic showing various Workforce Management Analyst job openings at Relativity in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 28% Physical, 11% Hybrid, and 61% Remote job distribution.

Workforce Mgmt Analyst II

ICONMA, LLC

MD • Remote

Full-time

Re-posted 15 days ago


Job description

Our client, a Health Insurance company, is looking for a Analyst, Workforce Mgmt II for their Remote location.
Responsibilities:

  • Responsible for performing analysis of historical business data, including past call and transaction volume, projected business trends and events, and other possible drivers of workforce volume to determine future workload trends and plan staffing levels as appropriate for the Customer Service Center.
  • In this role, the Workforce Mgmt. Analyst II will partner with business leaders to develop staffing capacity as well as assist with ad hoc workforce planning analysis requests to ensure adequate coverage to meet and exceed customer service standards.
  • 30% Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of the following: long range capacity and workload requirements, day of week and intra-day call volume forecasts. Responsibilities also include development, analysis and recommendation of appropriate staffing plans identifying optimal work schedules and workload requirements, provide analysis and recommendation for ongoing adjustments and improvements to staff levels, skill groups and capacity plans.
  • 20% Evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes. Provides effective work schedules for call-handling positions to meet service level requirements most efficiently as defined by management.
  • 20% Maintains accuracy and data integrity of Scheduling/Forecasting database including schedule preference and headcount information. Designs, builds, and maintains databases and/or spreadsheets tracking key service statistics. Import data from other database sources as needed to generate reports. Identify and address new and developing scheduling/staffing needs by providing an ongoing review and evaluation of scheduling policies and procedures. Performs regular and ad hoc reporting as required.
  • 20% Proactively incorporates cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans, including skills based routing methodology. Monitor and report schedule adherence.
  • 10% Participate in scheduled Forecasting / Planning meetings. May be asked to coordinate the activities of other Workforce Management Team members. Assist in carrying out disaster recovery plans when necessary. Complete special projects as assigned.
 
Requirements:
  • Bachelor's Degree
  • 3 years’ experience in service center operations or scheduling/forecasting within a call center environment.
  • In lieu of a bachelor’s degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
  • Knowledge, Skills and Abilities (KSAs):
  • Proficient in Microsoft Applications including Word, Excel, and Access., Advanced
  • Ability to define problems, collect data, establish facts and draw valid conclusions., Advanced
  • Must possess strong statistical and analytical ability and strong organizational skills with a good attention to detail., Advanced
  • Must have excellent interpersonal, oral and written communication skills., Advanced
  • Ability to work independently and collaboratively is also required., Advanced
  • The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs.
  • Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time.
  • Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.
  • Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
  • Strong analytical and problem-solving skills with the ability to identify trends, perform root cause analysis, and provide actionable recommendations.
  • Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and data analysis techniques.
  • Workforce Management knowledge and experience, including forecasting, scheduling, capacity planning, shrinkage, and contact center performance metrics (AHT, ASA, Service Level, Occupancy, and Abandonment Rate).
  • Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.
  • Strong communication and stakeholder management skills with the ability to effectively present findings, collaborate across teams, and influence operational decisions.
 
Why Should You Apply?
  • Health Benefits
  • Referral Program
  • Excellent growth and advancement opportunities

ICONMA logo

About ICONMA

Sourced by ZipRecruiter

ICONMA is an established and stable organization building lasting relationships with clients and consultants. We are unique in our ability to provide a full spectrum of Staffing Services and Solutions including: Staff Augmentation (Contract, Contract-to-Hire, Direct Hire), Bulk Buy Staff Augmentation, Offshore Staff Augmentation, Payroll Services and Consulting (Project Delivery, SOW). At ICONMA, our goal is to become a one-stop destination for our customers' staffing and outsourcing needs. Our vision is to be a preeminent provider of innovative business solutions, leveraging key technologies to improve our customers' competitiveness, growth, and profitability. ICONMA focuses on a culture that fosters collaboration and team work. We recognize that employees are the foundation of any company, and we encourage our employees to be leaders while providing continuous training and growth opportunities. ICONMA encourages hard work, determination and dedication in a professional environment. ICONMA promotes a healthy work-life balance, and understands this is a key component to our employee's and company's success.

Industry

Recruiting and staffing services

Company size

1,001 - 5,000 Employees

Headquarters location

Troy, MI, US

Year founded

2000