Workforce Management Analyst


Baltimore, MD

What you'll be doing

Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates and communicates schedules and provides regular reports to management on workload and workforce. Works with operations leadership to determine and implement adjustments that may be necessary to optimize service delivery quality and efficiency using such criteria as agent to queue ratios, adherence, agent skillset and call back assignments. Creates and designs ad-hoc reports for data pertaining to agent scheduling, call volumes, agent performance, and other metrics. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs. Makes recommendations for improvements in project performance based on analysis of complex metrics. Identifies, shares and continuously improves best practices throughout company community.

What your background should be

Minimum 3+ years of workforce management, production planning, scheduling or time and labor management knowledge or experience is required. Workforce management certification a plus. Strong analytical skills with the ability to identify, analyze and interpret problems and trends. Proficiency in intermediate Microsoft Office applications. Excellent communication skills. Experience using workforce management software.

Required Schooling / Training

Bachelor's degree from an accredited college or university in accounting, business administration or a closely related field.

Who is the client company

The company is a provider of mobile technology service.
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