Workforce Management Analyst II
Baltimore, MD
Experience: 3
Education: BS
Category: Customer Service
Contractor Work Model: Remote
Brand: System One
Compensation Range: 38.71 Per Hour
Job ID: 375966
Date Posted: 06/25/2026
Shortcut: http://jobs.systemone.com/5Q88pY
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 performance and generate weekly schedules aligned to forecasted volumes and service level requirements.
-
Maintain scheduling/forecasting data integrity (headcount, schedule preferences, and related database inputs).
-
Design, build, and maintain reports/spreadsheets/databases tracking key service metrics; import data from other sources as needed.
-
Incorporate cyclical/periodic events into weekly, monthly, and annual workforce plans (including skill-based routing considerations).
-
Monitor and report schedule adherence.
-
Participate in forecasting/planning meetings; support special projects and assist with disaster recovery activities as needed.
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)
-
3+ years of experience in service center operations or scheduling/forecasting within a call center environment
-
Advanced Microsoft Excel (pivot tables, lookup functions, formulas, and data analysis techniques)
-
Strong analytical/problem-solving skills (trend identification, root cause analysis, actionable recommendations)
-
Workforce Management knowledge including forecasting, scheduling, capacity planning, shrinkage, and contact center KPIs (AHT, ASA, Service Level, Occupancy, Abandonment Rate)
-
Experience with WFM/contact center platforms such as Genesys Cloud, NICE IEX/CXone, or similar systems
-
Strong communication and stakeholder management skills (present findings, collaborate across teams, influence decisions)
NICE TO HAVE
-
Experience building automated reporting or dashboards (e.g., Access, advanced Excel modeling)
-
Experience supporting skills-based routing environments and multi-skill scheduling
-
Strong experience with adherence monitoring and shrinkage planning
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
-
Workforce Management Analyst I
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 $32.80/hr JOB OVERVIEW In this role...
Date Posted: 06/25/2026 Recommended
-
Supply Chain Manager
York, PA
Are you a strategic supply chain leader who thrives in a fast-paced manufacturing environment? Do you enjoy turning complexity into clarity and building systems that balance cost, quality, delivery, and growth? If so, we want to hear from you. We’re lo...
Date Posted: 06/09/2026 Recommended
-
Senior Supply Planning Coordinator
Portage, Michigan
Job Title: Senior Supply Planning Coordinator Location: Portage, Michigan Type: Contract Compensation: $24-$29.99 Work Model: Onsite – onsite Hours: 40.0 Overview Leading medical device company looking for an experienced Senior Supply Planning Coordina...
Date Posted: 06/23/2026 Recommended
-
Project Coordinator
Bellevue, WA
Project Coordinator Location: Remote Pay Rate: $52-$85/hour Position Type: Long-Term Contract Position Overview System One is seeking a highly organized Project Coordinator to support complex engineering projects by coordinating design activities, mana...
Date Posted: 06/25/2026 Recommended
-
Manufacturing Operations Manager
Ford City , Pennsylvania
Job Title: Manufacturing Operations Manager Location: Ford City, PA Type: Direct Hire Work Model: Onsite – onsite Hours: 40.0 Overview: Leads daily manufacturing operations, personnel, and cross-functional initiatives to meet safety, quality, delivery,...
Date Posted: 06/25/2026 Recommended
-
Construction Project Manager - Industrial Projects
Arlington, Virginia
We are seeking an experienced Construction Project Manager to lead and deliver complex industrial construction projects. This role is primarily focused on Water and Wastewater treatment facilities, with additional project exposure including manufacturi...
Date Posted: 05/27/2026 Recommended
-
Full Stack .NET Developer
Pensacola, FL
Full Stack .NET Developer .NET, JavaScript, React, Azure Cloud 10+ yrs of experience Hybrid 3 days a week on-site, Pensacola, FL Hourly Rate: $75-$80/hr. range W2 Multiyear Contract System One has a multi-year contract opening for a senior-level full-s...
Date Posted: 04/02/2026 Recommended
-
Maintenance Planner
Bethlehem, Pennsylvania
Job Title: Maintenance Planner Location: Bethlehem, PA Hours / Schedule: 2-2-3 7a to 3:30p 30 minute unpaid lunch Type: Contract Compensation: $35-40/hour Overview Pharmaceutical Company in Bethlehem, PA is seeking a Maintenance Planner to support the ...
Date Posted: 05/27/2026 Recommended
-
Head Of Operations
Santa Fe Springs, CA
Job Title: Head of Operations Location: Santa Fe Springs, CA Type: Direct Hire Compensation: $150,000 - $190,000 annually Work Model: Onsite Our Client headquartered in Santa Fe Springs, CA, is a fast-growing manufacturer specializing in electric equip...
Date Posted: 06/10/2026 Recommended
-
Lab Assistant I
Oro Valley, AZ
Job Title: Lab Assistant I Location: Oro Valley, AZ Work Model: Onsite Hours: M-F, 7AM to 4PM MST Compensation: $20.00/hr Type: Contract, Potential for extension or conversion to permanent Responsibilities Support laboratory experiments and research ac...
Date Posted: 06/25/2026 Recommended
-
Gluten Lab Technician
Minneapolis, MN
Job Title: Gluten Lab Technician Location: Minneapolis, MN Type: Contract Compensation: $25.00 - $32.66 per hour Work Model: Onsite – onsite Hours: Sunday-Thursday 9am-5pm Overview Leading food manufacturing and marketing company looking for an entry l...
Date Posted: 06/23/2026 Recommended
-
ERP Tech Solutions Manager
Salisbury, MD
Job Title: ERP Tech Solutions Manager Location: Salisbury, MD Type: Direct Hire Compensation: $115,000 - $173,000 Contractor Work Model: Onsite – onsite Hours: 40.0 hours per week Enterprise Technology | Leadership Role Make an Impact at Scale We’re se...
Date Posted: 05/23/2026 Recommended
-
Mechanical Design Engineering Supervisor, Nuclear
Naperville, IL
Job Title: Mechanical Design Engineering Supervisor, Nuclear Location: Naperville, IL, United States Type: Direct Hire Contractor Work Model: Remote Responsibilities Supervise and mentor a team of mechanical engineers and designers at varying levels of...
Date Posted: 06/09/2026 Recommended
-
Project Manager – Transmission Capital Projects (Remote)
Amarillo, Texas
Position: Project Manager – Transmission Capital Projects (Remote) Location: Remote Pay Rate: $110.00/hr. Contract Duration: 12-Months System One is seeking an experienced Project Manager to support transmission-side capital projects within a regulated...
Date Posted: 06/23/2026 Recommended
-
Electrical Engineer
Cypress, TX
Job Title: Electrical Engineer Location: Houston, Texas Type: Direct Hire Compensation: $130,000 - $170,000 Contractor Work Model: Hybrid Hours: Monday - Friday, 8-5 Company Overview A growing engineering and consulting firm is expanding their presence...
Date Posted: 06/01/2026 Recommended
-
Project Coordinator
Pensacola, FL
Job Title: Project Coordinator Location: Pensacola, FL Type: Contract Work Model: Hybrid – onsite and remote Responsibilities • Support the execution of business projects by coordinating daily tasks, schedules, and deliverables • Maintain project docum...
Date Posted: 06/22/2026 Recommended
-
Customer Service Representative
Portage, MI
Job Title: Customer Service Representative Location: Portage, MI Type: Contract Compensation: $20-22/hr Work Model: Remote – offsite Schedule: Sunday thru Thursday 8am - 4:30pm (ET OR CT) Overview Join a global medical technology leader where customer ...
Date Posted: 06/25/2026 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
-
Freelance Inventory Strategy & Clearance Planner
Pittsburgh, Pennsylvania
Job Title: Freelance Inventory Strategy & Clearance Planner Location: Pittsburgh, Pennsylvania Type: Contract Work Model: Hybrid – onsite and remote Hours: 40.0 hours per week Overview This freelance role focuses on developing and executing strategic i...
Date Posted: 06/23/2026 Recommended
-
Electrical, Instrumentation, and Controls Technician
Spring Grove, Pennsylvania
Job Title: Electrical, Instrumentation, and Controls Technician Location: Spring Grove, Pennsylvania Type: Direct Hire Base Hourly Rate: E/I & C Level I: $42.32; Note: all new hires begin at Level I. Advancement to Level II & III is dependent on work p...
Date Posted: 06/17/2026 Recommended
-
DIRECTOR OF ACUTE CARE SERVICES
Wellsville, NY
Job Title: DIRECTOR OF ACUTE CARE SERVICES Location: Wellsville, NY Type: Direct Hire Contractor Work Model: Onsite DIRECTOR OF ACUTE CARE SERVICES Statement of Purpose: The Director of Acute Care Services manages and coordinates the planning, developm...
Date Posted: 06/08/2026 Recommended
-
Membership Specialist
Pensacola, FL
Title: Membership Specialist Location: Onsite in Pensacola, FL Position Type: Multiyear Contract Join a leading, mission-driven financial institution as a Membership Specialist, where you’ll play a critical role in onboarding and supporting members whi...
Date Posted: 06/24/2026 Recommended
-
Clinical Budgets and Contracts Liaison
Burlington, Ontario
Job Title: Clinical Research Contracts Manager Location: Burlington, Ontario Type: Contract - 1 year (Maternity Leave Coverage) Work Model: Hybrid – Must be onsite 50% of the month in Burlington Joule is currently hiring a Clinical Budgets and Contract...
Date Posted: 06/23/2026 Recommended
-
Cost Accountant
Ewing, New Jersey
Job Title: Cost Accountant Location: Ewing, New Jersey Type: Contract Compensation: $25 - $32 hourly Work Model: Hybrid – Tuesday, Wednesday, and Thursday onsite Hours: Mon - Fri, 8:30am - 4:30pm (37.5 hours weekly) Overview: Seeking a detail-oriented ...
Date Posted: 06/23/2026 Recommended
-
HR Generalist / 3rd Shift
Rockingham, North Carolina
Job Title: HR Generalist / 3rd Shift Location: Rockingham, NC Type: Direct Hire Compensation: Work Model: Onsite Hours: 11pm - 8am Responsibilities Administer the company approved new hire orientation program, ensuring effective and timely onboarding o...
Date Posted: 06/23/2026 Recommended
-
Production Operator
Orangeburg, NY
Job Title: Production Operator Location: Orangeburg, NY Type: Contract Compensation: $21-$23.00/hour Hours: Monday–Friday; 6:00am to 2:30pm Responsibilities Maintain all production areas in a clean, organized, and inspection-ready condition in complian...
Date Posted: 06/24/2026 Recommended
-
Data Analyst / Dashboard Developer (Secret Clearance)
Langley AFB , Virginia
Data Analyst/Dashboard Developer Secret clearance required must be able to obtain TS/SCI Must be Security+ certified Langley Air Force Base, VA – onsite Direct Hire The Data Analyst / Dashboard Developer builds, maintains, and continuously improves the...
Date Posted: 06/24/2026 Recommended
-
Criminal Justice Data Scientist
Gaithersburg, Maryland
Job Title: Criminal Justice Data Scientist Location: Gaithersburg, Maryland Hybrid Schedule: 2 Days Onsite and 3 Days Remote Type: 12 month Contract with option to extend Approximate Start Date: July 13, 2026 Compensation: W-2 or C2C is negotiable All ...
Date Posted: 06/08/2026 Recommended
-
Supplier Procurement Engineer – EPC Procurement Oversight
Bellevue, WA
Supplier Procurement Engineer – EPC Procurement Oversight Location: Remote Pay Rate: $69-$115/hour Position Type: Long-Term Contract Position Overview System One is seeking an experienced Supplier Procurement Engineer to support EPC procurement oversig...
Date Posted: 06/25/2026 Recommended
-
Project Controls Specialist
Minneapolis, MN
Project Controls Specialist Position Summary We are seeking an experienced Project Controls Specialist to support complex capital projects across utility projects. This individual will play a critical role in cost analysis, forecasting, reporting, earn...
Date Posted: 06/04/2026 Recommended