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 chann...