Workforce Management Analyst I

Workforce Management Analyst ILocation: Baltimore, MD Job Type: Contract-to-Hire Compensation: $31.30/hour Work Model: Remote (Offsite) Schedule: Full-Time, 40 hours/weekPosition OverviewThe 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 ResponsibilitiesWorkforce & Performance AnalysisAnalyze 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 SupportCommunicate 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 ImprovementPrepare 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 QualificationsEducationBachelor'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.ExperienceMinimum 1 year of experience in a workforce scheduling, forecasting, traffic management, or related environment.Top 5 Required Skills1. Analytical & Problem-Solving SkillsStrong ability to identify trends, interpret data, and support operational decision-making through meaningful analysis.2. Advanced Excel SkillsIntermediate to advanced proficiency with Microsoft Excel, including:Pivot TablesLookup FunctionsFormulasBasic Data Analysis Techniques3. Workforce Management KnowledgeUnderstanding of key contact center metrics, including:Average Handle Time (AHT)Average Speed of Answer (ASA)Service LevelOccupancyAdherence4. Contact Center & WFM ToolsExperience working with Workforce Management and contact center platforms such as:Genesys CloudNICE IEXNICE CXoneSimilar workforce management systems5. Communication & OrganizationStrong communication, collaboration, and organizational skills with the ability to:Manage multiple prioritiesDeliver accurate and timely reportingSupport operational objectives across teamsKnowledge, 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 QualificationsThe 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.