Workforce Management Analyst I
Baltimore, MD
Experience: 1
Education: BS
Category: Customer Service
Contractor Work Model: Remote
Brand: System One
Job ID: 375974
Date Posted: 06/25/2026
Shortcut: http://jobs.systemone.com/SxgXmq
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 $32.80/hr
JOB OVERVIEW
In this role, you’ll support a Customer Service Center by monitoring and analyzing intraday call volume, call patterns, and traffic flow to help ensure service level objectives are met. You’ll work closely with supervisors/managers to adjust schedules and staffing as business conditions change, and you’ll provide reporting and recommendations to improve performance, process, and supporting technology.
WHAT YOU’LL DO
- Analyze intraday and historical performance to support operational service goals.
- Identify call volume trends and averages (intraday, weekly, monthly, etc.).
- Monitor queue activity and service levels; respond to changing conditions.
- Maintain strong communication channels about events impacting workload and performance.
- Communicate staffing adjustments based on changing/dynamic forecasts.
- Partner with internal teams and customer experience center staff to identify improvements that drive service goals.
- Provide regular workload/workforce reporting to leadership.
- Recommend call/service center technology and process improvements to reduce costs and improve efficiency.
REQUIRED QUALIFICATIONS
- Bachelor’s degree, OR equivalent experience
- In lieu of a Bachelor’s degree: additional 4 years of relevant experience (in addition to required experience)
- 1+ year of experience in a scheduling, forecasting, or traffic environment
- Strong analytical and problem-solving skills (trend identification, data interpretation, operational decision support)
- Intermediate to advanced Excel (pivot tables, lookup functions, formulas, basic data analysis)
- Foundational WFM knowledge and contact center metrics (AHT, ASA, Service Level, Occupancy, Adherence)
- Experience with contact center/WFM tools such as Genesys Cloud, NICE IEX/CXone, or similar
- Strong communication + organization skills; able to manage multiple priorities and deliver timely reporting
NICE TO HAVE
- Experience building/automating reporting (advanced Excel models, dashboards, etc.)
- Additional exposure to real-time queue management, intraday change management, and schedule optimization
- Experience supporting process/technology improvements in a customer service/contact center environment
System 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.
System 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.
#M-
#LI-
Ref: #851-Rockville-S1
Ref: #851-Rockville-S1
-
Workforce Management Analyst II
Baltimore, MD
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, ...
Date Posted: 06/25/2026 Recommended
-
HR Technology Support Analyst
Vienna, VA
Job Title: HR Application/Production Support Analyst Location: Vienna, VA Pay rate: open to both W2 and established 1099 (no c2c) Work Model: hybrid is ideal (onsite 3 days), will consider remote Position type: Multiyear contract This is an Application...
Date Posted: 06/22/2026 Recommended
-
Software Development Engineer (SDET)
Merrifield, VA
Job Title: Senior Software Development Engineer (SDET) Location: Hybrid Work Model Reporting to Vienna, VA, Pensacola, FL, San Diego, CA Pay Rate: Open to Both C2C and W2 options Position Type: Multiyear Contract Responsibilities Work with engineers to...
Date Posted: 06/09/2026 Recommended
-
Service Desk
Pensacola, FL
Job Title: Service Desk Location: Pensacola, FL, Vienna, VA< Winchester, VA Type: Contract Contractor Work Model: Hybrid – onsite and remote Hours: 40.0 Responsibilities Respond to inbound calls daily to provide technical support/troubleshooting Provid...
Date Posted: 06/15/2026 Recommended
-
IT Enterprise Portfolio & Value Manager
Vienna, VA
Job Title: IT Enterprise Portfolio & Value Manager Location: Vienna, VA Type: Contract Contractor Work Model: Hybrid Hours: 40 hours a week Job Description: Both Program Management & Lean Portfolio Management (LPM) experience are required for considera...
Date Posted: 06/09/2026 Recommended
-
Systems Admin/Cyber Security Engineer
Vienna, VA
Job Title: Systems Admin/Cyber Security Engineer Work Model: Remote (must live in the United States) Pay rate: open to both W2 and established 1099 (no c2c) We are looking for candidates with 7-10 years of experience as a Systems Administrator with str...
Date Posted: 06/23/2026 Recommended
-
Senior Data Dog Cloud Engineer (Observability)
Washington, DC
Senior Data Dog Cloud Engineer (Observability) Work location: Hybrid- 1* week in Washington, D.C. 20002 Type: Contract-to-hire Clearance: Must be able to obtain/maintain Public Trust Compensation: $63/HR What you’ll do (day-to-day) You’ll be the go-to ...
Date Posted: 06/17/2026 Recommended
-
HR Technology Data & Reporting Analyst
Vienna, VA
Job Title: HR Technology Data & Reporting Analyst Location: Hybrid Work Model Reporting to Vienna, VA Pay Rate: $60/hr. range W2. Benefits available Position Type: Multiyear Contract Position Overview: System One IT is seeking a highly analytical and t...
Date Posted: 06/15/2026 Recommended
-
Scrum Master
McLean, VA
Job Title: Scrum Master Location: McLean, VA Type: Long-term contract Work Model: Remote Hours: 40.0 Security Clearance: Ability to obtain and maintain a federal Public Trust clearance Contact: Crystal.dinnocenti@systemone.com RESPONSIBILITIES Lead Agi...
Date Posted: 06/22/2026 Recommended
-
Business Systems Analyst
Pensacola, FL
Job Title: Business Systems Analyst Contractor Work Model: Hybrid in Pensacola FL or Vienna.VA Pay Rate: Open to Both C2C and W2 options Position Type: 6 month Contract Responsibilities Serve as the primary business analyst for Identity and Access Mana...
Date Posted: 06/01/2026 Recommended
-
Platform Analyst
Vienna, VA
Job Title: Platform Analyst Location: Vienna, VA Type: Contract, long term expected Compensation: Negotiable Work Model: Hybrid – 3 days onsite and 2 days remote Hours: 40 hrs a week Security Clearance: None but full background check to included crimin...
Date Posted: 06/24/2026 Recommended
-
Payroll Service Delivery Analyst
San Antonio, TX
Job Title: Payroll Service Delivery Analyst Location: San Antonio, TX Type: Contract Work Model: Hybrid – onsite and remote Responsibilities Managing end-to-end payroll processing for employees Understand all aspects of payroll in regard to payroll law...
Date Posted: 06/22/2026 Recommended
-
Sr. Digital Product Manager
Reston, VA
Job Title: Senior Digital Product Manager Role Type: Contract Pay Rate: $91/hour Role Duration: 1 + year contract – good chance of extensions Location: Reston, VA Work Model: Remote/Hybrid (Must work EST hours) – must easily travel 1X/month onsite Seni...
Date Posted: 06/09/2026 Recommended
-
Oracle HCM Cloud Consultant
Vienna, VA
Job Title: Oracle HCM Cloud Consultant Location: Vienna, VA Type: Contract Work Model: Remote – offsite Responsibilities Lead design, configuration and implementation of solutions within Oracle HCM (with deep expertise in Oracle Recruiting, Opportunity...
Date Posted: 06/24/2026 Recommended
-
Data Security Engineer
Vienna, VA
Job Title: Cyber Security Engineer (Data Scanning) Location: Vienna, VA, United States Type: Contract Contractor Work Model: Hybrid – onsite and remote Hours: 40.0 Responsibilities Provide technical guidance and collaboration with other Cyber Security ...
Date Posted: 05/14/2026 Recommended
-
HR Consultant - OMBP
San Antonio, TX
Job Title: HR Consultant – OMBP Location: Hybrid Work Model Reporting to San Antonio, TX Monday - Friday is required in the office in the beginning for training, then will switch to a hybrid position of 3 days a week on-site. Pay Rate: $48/hr. W2 Posit...
Date Posted: 06/02/2026 Recommended
-
Lead Systems Engineer - AWS Cloud
Reston, VA
Job Title: Lead Systems Engineer - AWS Cloud Location: Reston, VA Type: Contract Rate: 95/hr W-2 Contractor Work Model: Hybrid Hours: 40 hours per week Responsibilities Manage, define, design, and develop system requirements, performing trade-off analy...
Date Posted: 05/26/2026 Recommended
-
Product Analyst
Vienna, Virginia
Job Title: Product Analyst Location: Vienna, VA Type: Contract Contractor Work Model: Hybrid – onsite and remote Responsibilities • Clearly communicate status updates and issues in both oral and written formats; lead product meetings. • Author a wide r...
Date Posted: 05/11/2026 Recommended
-
Portfolio Manager
Vienna, VA
Job Title: Business Portfolio & Value Manager Location: Vienna, VA Type: Contract Compensation: N/A Work Model: Hybrid – onsite and remote Hours: 40.0 Responsibilities Govern business portfolios by developing and implementing frameworks, methodologies,...
Date Posted: 06/23/2026 Recommended
-
Business Analyst
McLean, VA
Job Title: Business Analyst Location: McLean, VA Type: Long-term contract Work Model: Remote Hours: 40.0 Security Clearance: Ability to obtain and maintain a Federal Public Trust clearance Contact: Crystal.dinnocenti@systemone.com RESPONSIBILITIES Supp...
Date Posted: 06/22/2026 Recommended
-
Product Strategy Lead
na, Missouri
Job Title: Product Strategy Lead Location: Missouri, United States Onsite – onsite Overview If interested reach out directly to kimberly.spicer@systemone.com or call/text 301-252-8762 Responsibilities Lead end-to-end strategy and product accountability...
Date Posted: 06/10/2026 Recommended
-
Business Analyst (Cloud Resource Management)
Washington, DC
Job Title: Business Analyst (Cloud Resource Management) Location: Washington, DC Type: Contract Compensation: $52.96 per hour Work Model: Onsite – onsite Hours: 40.0 Security Clearance: PUBLIC TRUST – cannot begin assignment until granted. Prefer candi...
Date Posted: 06/25/2026 Recommended
-
Network Engineer (Journeyman) – Cleared
Witchita, Kansas
Network Engineer (Journeyman) – DoD NOC | Wichita, KS Location: Wichita, KS (100% Onsite – McConnell AFB) Clearance: Active or Interim Secret (required) Salary: ~$85,000 – $95,000 + $3,000 relocation assistance Employment Type: Full-Time (Direct Hire, ...
Date Posted: 05/21/2026 Recommended
-
Principal Engineer
Evendale, Ohio
Job Title: Principal Engineer Location: North Cincinnati, Ohio Type: Direct Hire Compensation: $150k + Contractor Work Model: Hybrid – onsite and remote Responsibilities Serve as the primary technical authority for the Client Technology platform, defin...
Date Posted: 05/14/2026 Recommended
-
Office Manager
St. Louis, Missouri
Office Manager Location: St. Louis, MO (On-site) Job type: Contract-to-hire (6 months) Schedule: 40 hours/week Pay rate: $51–$53/HR Security clearance: Active TS/SCI required; ability to obtain polygraph required About the role We’re seeking an experie...
Date Posted: 06/16/2026 Recommended
-
Senior Data Architect
Washington, DC
Senior Data Architect Washington, DC – onsite US citizenship required per government contact Must be able to obtain Public Trust clearance Type: Multi-year Contract Open to W2 and C2C Deadline to apply: June, 1st at 3pm Design, develop and implement mo...
Date Posted: 05/29/2026 Recommended
-
WebLogic Administrator
Hill AFB, Utah
Job Title: WebLogic Administrator Location: Hill AFB, Utah Type: Direct Hire Contractor Work Model: Onsite Security Clearance: Secret clearance Responsibilities Create and maintain internal and external websites in collaboration with web developers. Re...
Date Posted: 05/28/2026 Recommended
-
Active Directory Engineer
Springfield, VA
Job Title: Active Directory Engineer Location: Springfield, VA Onsite – onsite Security Clearance: Top Secret Responsibilities Support the process to allow on-premise web-based applications to be accessed externally in a secure manner Configure Conditi...
Date Posted: 06/16/2026 Recommended
-
Stakeholder Management Leader
NA, Missouri
Job Title: Stakeholder Management Leader Location: Missouri, United States Type: Long-term contract Contractor Work Model: Onsite Responsibilities Lead day-to-day stakeholder management and strategic communications for the program office. Serve as the ...
Date Posted: 06/10/2026 Recommended
-
Product Strategist
Vienna, VA
Job Title: Product Strategist Location: Vienna, VA Work schedule: hybrid, onsite 3 days a week Pay Rate: open to W2 and established 1099's Position Type: multiyear contract We are currently seeking a Product Strategist for a long term contracting posit...
Date Posted: 06/04/2026 Recommended