Workforce Management (WFM) Analyst

The Fountain Group is hiring a WFM Analyst (Remote)! Pay: $44.00-$47.00/hour Duration: 6-month contract Location: Remote (U.S. - Onshore) Schedule: Monday-Friday | 10:30 AM - 7:00 PM CST (must be available to work these hours) The Fountain Group is seeking a detail-oriented Workforce Management (WFM) Analyst to support a healthcare contact center. This role is ideal for candidates with Workforce Management and contact center experience who thrive in a fast‑paced, data‑driven environment. You'll play a key role in ensuring the right resources are available at the right time while supporting operational performance and service level goals. Key Responsibilities: Monitor real‑time agent status, phone queues, and staffing levels Communicate with agents regarding schedule adherence and schedule adjustments Partner with supervisors on agent status, phone queue mitigation, and skill changes Update schedules for meetings, callouts, and other staffing changes Coordinate ad hoc offline time with leadership throughout the day Support workforce management functions including forecasting, scheduling, intraday management, shrinkage, and reporting Analyze call volume, staffing trends, and performance metrics to optimize resource allocation Create reports, documentation, training guides, and process documentation Review schedule adherence and recommend improvements Support WFM reporting and maintain workforce management systems Required Qualifications: Previous Workforce Management (WFM) experience in a medium or large contact center Contact center operations experience Strong attention to detail and analytical skills Advanced Microsoft Excel experience Experience with Microsoft Visio and PowerPoint Ability to create detailed documentation, training guides, and process documentation Excellent verbal and written communication skills Experience with forecasting, scheduling, intraday management, shrinkage, and reporting High school diploma or GED required (college degree preferred) Preferred Qualifications: Experience with WFM platforms such as NICE InContact or Five9 Experience training or coaching contact center employees Strong reporting and data analysis experience Ability to influence stakeholders and work cross-functionally #J-18808-Ljbffr The Fountain Group