Workforce Management Analyst I

Workforce Management Analyst I

Location: Baltimore, MD
Job Type: Contract-to-Hire
Compensation: $31.30/hour
Work Model: Remote (Offsite)
Schedule: Full-Time, 40 hours/week

Position Overview

The Workforce Management Analyst I is responsible for monitoring and analyzing contact center performance, call volume trends, and workforce utilization to help ensure service level objectives are consistently achieved. This role partners closely with supervisors and managers to evaluate daily traffic patterns, staffing forecasts, and operational performance, making real-time recommendations to optimize workforce efficiency and customer service outcomes.

Key Responsibilities

Workforce & Performance Analysis

• Analyze intraday and historical performance data to support operational service goals.
• Identify call volume trends and patterns across intraday, weekly, and monthly timeframes.
• Monitor queue activity, service levels, and workforce performance, responding proactively to changing business conditions.
• Maintain awareness of events that may impact workload, staffing, or service performance.

Forecasting & Staffing Support

• Communicate recommended staffing adjustments based on changing forecasts and business needs.
• Collaborate with leadership to ensure appropriate staffing levels are maintained.
• Support schedule optimization and workforce planning efforts.

Reporting & Operational Improvement

• Prepare and deliver regular workforce and workload reports to management.
• Partner with internal teams and customer experience staff to identify opportunities for operational improvement.
• Recommend process enhancements and contact center technology solutions to improve efficiency and reduce costs.
• Support initiatives that drive overall service excellence and performance objectives.

Required Qualifications

Education

• Bachelor's Degree required.

Equivalent Experience

• In lieu of a Bachelor's Degree, an additional 4 years of relevant work experience may be substituted, in addition to the required professional experience listed below.

Experience

• Minimum 1 year of experience in a workforce scheduling, forecasting, traffic management, or related environment.

Top 5 Required Skills

1. Analytical & Problem-Solving Skills

Strong ability to identify trends, interpret data, and support operational decision-making through meaningful analysis.

2. Advanced Excel Skills

Intermediate to advanced proficiency with Microsoft Excel, including:

• Pivot Tables
• Lookup Functions
• Formulas
• Basic Data Analysis Techniques

3. Workforce Management Knowledge

Understanding of key contact center metrics, including:

• Average Handle Time (AHT)
• Average Speed of Answer (ASA)
• Service Level
• Occupancy
• Adherence

4. Contact Center & WFM Tools

Experience working with Workforce Management and contact center platforms such as:

• Genesys Cloud
• NICE IEX
• NICE CXone
• Similar workforce management systems

5. Communication & Organization

Strong communication, collaboration, and organizational skills with the ability to:

• Manage multiple priorities
• Deliver accurate and timely reporting
• Support operational objectives across teams

Knowledge, Skills & Abilities (KSAs)

• Excellent written and verbal communication skills.
• Ability to recognize, analyze, and solve a variety of business and operational challenges.
• Strong organizational skills with the ability to prioritize work and meet multiple deadlines.
• Proficiency in Microsoft Office applications.

Preferred Qualifications

The following experience is considered a plus:

• Experience building or automating reports, dashboards, and advanced Excel models.
• Exposure to real-time queue management, intraday change management, and schedule optimization.
• Experience supporting process improvement and technology enhancement initiatives in a customer service or 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