Title: Workforce Management Analyst
Duration: 6 Months+ CTH
Location: Baltimore, MD (Remote Job)
We are seeking a Workforce Management Analyst with experience in contact center forecasting, scheduling, and capacity planning. This role is responsible for analyzing historical call volume and business trends to forecast workload, develop staffing plans, optimize schedules, and ensure service level targets are met.
Key Responsibilities:
• Forecast call volumes and staffing requirements using historical data and business trends.
• Create and maintain workforce schedules to meet operational and service level goals.
• Analyze workforce performance metrics and recommend staffing improvements.
• Manage scheduling and forecasting data, reporting, and workforce databases.
• Monitor schedule adherence and support capacity planning initiatives.
• Partner with business leaders on workforce planning and operational decisions.
Requirements:
3–5+ years of Workforce Management (WFM) experience in a Call Center/Customer Service Center environment.
Experience working with large contact center operations such as AT&T, Verizon, T-Mobile, or similar organizations.
Hands-on experience with Workforce Management platforms, including Genesys Cloud or NICE (required).
Strong knowledge of forecasting, scheduling, capacity planning, and workforce performance metrics.
Advanced Microsoft Excel skills (Pivot Tables, Lookup functions, formulas, reporting, and data analysis).
Intermediate SQL skills preferred.
Strong analytical, reporting, and problem-solving abilities.
Excellent communication and stakeholder management skills
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