Workforce Management Analyst II

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.

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Ref: #851-Rockville-S1