Workforce Management Analyst I

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 $32.80/hr

JOB OVERVIEW

In this role, you’ll support a Customer Service Center by monitoring and analyzing intraday call volume, call patterns, and traffic flow to help ensure service level objectives are met. You’ll work closely with supervisors/managers to adjust schedules and staffing as business conditions change, and you’ll provide reporting and recommendations to improve performance, process, and supporting technology.

WHAT YOU’LL DO

• Analyze intraday and historical performance to support operational service goals.
• Identify call volume trends and averages (intraday, weekly, monthly, etc.).
• Monitor queue activity and service levels; respond to changing conditions.
• Maintain strong communication channels about events impacting workload and performance.
• Communicate staffing adjustments based on changing/dynamic forecasts.
• Partner with internal teams and customer experience center staff to identify improvements that drive service goals.
• Provide regular workload/workforce reporting to leadership.
• Recommend call/service center technology and process improvements to reduce costs and improve efficiency.

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)
• 1+ year of experience in a scheduling, forecasting, or traffic environment
• Strong analytical and problem-solving skills (trend identification, data interpretation, operational decision support)
• Intermediate to advanced Excel (pivot tables, lookup functions, formulas, basic data analysis)
• Foundational WFM knowledge and contact center metrics (AHT, ASA, Service Level, Occupancy, Adherence)
• Experience with contact center/WFM tools such as Genesys Cloud, NICE IEX/CXone, or similar
• Strong communication + organization skills; able to manage multiple priorities and deliver timely reporting

NICE TO HAVE

• Experience building/automating reporting (advanced Excel models, dashboards, etc.)
• Additional exposure to real-time queue management, intraday change management, and schedule optimization
• Experience supporting process/technology improvements in a customer service/contact center environment

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.

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Ref: #851-Rockville-S1