WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) — REMOTE

Location: Remote (U.S.) — client site in Baltimore, MD (21224)
Type: Contract-to-Hire (high possibility of extension)
Schedule: 40 hours/week
Pay (W2): USD 38.70/H

JOB OVERVIEW

In 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.

WHAT YOU’LL DO
+ Forecast call volume and staffing/resource needs (long-range capacity, day-of-week, and intraday forecasts).
+ Develop staffing plans and schedule recommendations to meet service objectives; continuously identify opportunities to improve staff levels, skill groups, and capacity plans.
+ Evaluate forecasting and scheduling performanc...