{"schemaVersion":"jobsearcher.job.v1","id":"f69e8d9ea40b9d22bc87a8d9","url":"https://jobsearcher.com/jobs/f69e8d9ea40b9d22bc87a8d9","canonicalUrl":"https://jobsearcher.com/jobs/f69e8d9ea40b9d22bc87a8d9","title":"Workforce Management Analyst II","description":"WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) — REMOTE\nLocation: Remote (U.S.) — client site in Baltimore, MD (21224)\nType: Contract-to-Hire (high possibility of extension)\nSchedule: 40 hours/week\nPay (W2): USD 38.70/H\nJOB OVERVIEW\nIn 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.\nWHAT YOU’LL DO\nForecast call volume and staffing/resource needs (long-range capacity, day-of-week, and intraday forecasts).\nDevelop staffing plans and schedule recommendations to meet service objectives; continuously identify opportunities to improve staff levels, skill groups, and capacity plans.\nEvaluate forecasting and scheduling performance and generate weekly schedules aligned to forecasted volumes and service level requirements.\nMaintain scheduling/forecasting data integrity (headcount, schedule preferences, and related database inputs).\nDesign, build, and maintain reports/spreadsheets/databases tracking key service metrics; import data from other sources as needed.\nIncorporate cyclical/periodic events into weekly, monthly, and annual workforce plans (including skill-based routing considerations).\nMonitor and report schedule adherence.\nParticipate in forecasting/planning meetings; support special projects and assist with disaster recovery activities as needed.\nREQUIRED QUALIFICATIONS\nBachelor’s degree, OR equivalent experience\nIn lieu of a Bachelor’s degree: additional 4 years of relevant experience (in addition to required experience)\n3+ years of experience in service center operations or scheduling/forecasting within a call center environment\nAdvanced Microsoft Excel (pivot tables, lookup functions, formulas, and data analysis techniques)\nStrong analytical/problem-solving skills (trend identification, root cause analysis, actionable recommendations)\nWorkforce Management knowledge including forecasting, scheduling, capacity planning, shrinkage, and contact center KPIs (AHT, ASA, Service Level, Occupancy, Abandonment Rate)\nExperience with WFM/contact center platforms such as Genesys Cloud, NICE IEX/CXone, or similar systems\nStrong communication and stakeholder management skills (present findings, collaborate across teams, influence decisions)\nNICE TO HAVE\nExperience building automated reporting or dashboards (e.g., Access, advanced Excel modeling)\nExperience supporting skills-based routing environments and multi-skill scheduling\nStrong experience with adherence monitoring and shrinkage planning\nSystem 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.\nSystem 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.\n#M-\n#LI-\nRef: #851-Rockville-S1","company":"Systemone","rawCompany":"systemone","city":"Baltimore","state":"MD","isRemote":false,"isActive":false,"createdAt":"2026-08-04T18:27:25.259Z","occupations":[{"code":"13-1111.00","title":"Management Analysts","slug":"management-analysts"},{"code":"15-2031.00","title":"Operations Research Analysts","slug":"operations-research-analysts"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"561320","title":"Temporary Help Services","slug":"temporary-help-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Workforce Management Analyst II","description":"WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) — REMOTE\nLocation: Remote (U.S.) — client site in Baltimore, MD (21224)\nType: Contract-to-Hire (high possibility of extension)\nSchedule: 40 hours/week\nPay (W2): USD 38.70/H\nJOB OVERVIEW\nIn 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.\nWHAT YOU’LL DO\nForecast call volume and staffing/resource needs (long-range capacity, day-of-week, and intraday forecasts).\nDevelop staffing plans and schedule recommendations to meet service objectives; continuously identify opportunities to improve staff levels, skill groups, and capacity plans.\nEvaluate forecasting and scheduling performance and generate weekly schedules aligned to forecasted volumes and service level requirements.\nMaintain scheduling/forecasting data integrity (headcount, schedule preferences, and related database inputs).\nDesign, build, and maintain reports/spreadsheets/databases tracking key service metrics; import data from other sources as needed.\nIncorporate cyclical/periodic events into weekly, monthly, and annual workforce plans (including skill-based routing considerations).\nMonitor and report schedule adherence.\nParticipate in forecasting/planning meetings; support special projects and assist with disaster recovery activities as needed.\nREQUIRED QUALIFICATIONS\nBachelor’s degree, OR equivalent experience\nIn lieu of a Bachelor’s degree: additional 4 years of relevant experience (in addition to required experience)\n3+ years of experience in service center operations or scheduling/forecasting within a call center environment\nAdvanced Microsoft Excel (pivot tables, lookup functions, formulas, and data analysis techniques)\nStrong analytical/problem-solving skills (trend identification, root cause analysis, actionable recommendations)\nWorkforce Management knowledge including forecasting, scheduling, capacity planning, shrinkage, and contact center KPIs (AHT, ASA, Service Level, Occupancy, Abandonment Rate)\nExperience with WFM/contact center platforms such as Genesys Cloud, NICE IEX/CXone, or similar systems\nStrong communication and stakeholder management skills (present findings, collaborate across teams, influence decisions)\nNICE TO HAVE\nExperience building automated reporting or dashboards (e.g., Access, advanced Excel modeling)\nExperience supporting skills-based routing environments and multi-skill scheduling\nStrong experience with adherence monitoring and shrinkage planning\nSystem 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.\nSystem 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.\n#M-\n#LI-\nRef: #851-Rockville-S1","datePosted":"2026-08-04T18:27:25.259Z","dateModified":"2026-08-04T18:27:25.259Z","hiringOrganization":{"@type":"Organization","name":"Systemone","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Baltimore","addressRegion":"MD","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f69e8d9ea40b9d22bc87a8d9"},"url":"https://jobsearcher.com/jobs/f69e8d9ea40b9d22bc87a8d9"}}