Workforce Management Analyst

Workforce Management (WFM) Analyst
(Business Consultant Commodity I) 

Location: Remote (U.S.)
Duration: 6-Month Contract to start
Schedule: Monday–Friday | 9:30 AM – 6:00 PM CST (40 hours/week)
Pay Rate: $38-$43/hr based on benefit selections
 
Orion Group’s pharmaceutical client is seeking a detail-oriented Workforce Management (WFM) Analyst to support a medium-sized Contact Center by ensuring the right resources are in the right place at the right time. In this fully remote role, you will partner with Contact Center leadership, supervisors, and agents to monitor real-time operations, optimize staffing, maintain schedules, and support Workforce Management reporting and analytics.

This position plays a critical role in helping deliver exceptional service to patients and healthcare providers through effective workforce planning, schedule management, and intraday operations.

Key Responsibilities

• Monitor real-time contact center operations, including agent status and telephone queue performance.
• Communicate with agents regarding schedule adherence, schedule adjustments, and daily staffing needs.
• Partner with supervisors to manage agent availability, queue mitigation strategies, and skill assignment changes.
• Update agent schedules, meetings, callouts, and other workforce management activities throughout the day.
• Coordinate ad hoc offline time with supervisors while maintaining service level goals.
• Support Workforce Management processes including forecasting, scheduling, intraday management, shrinkage, and reporting.
• Monitor call volume and staffing levels to optimize resource allocation and maintain key performance indicators.
• Develop, analyze, and distribute workforce management and contact center performance reports.
• Review schedule adherence and identify opportunities for process improvements.
• Create and maintain detailed documentation, including training guides, process documentation, and operational summaries.
• Assist with maintaining Workforce Management applications and supporting daily contact center operations.

Required Qualifications

• 3+ years of Workforce Management, Contact Center Operations, or related analytical experience.
• Previous experience supporting Workforce Management functions such as:
  • Forecasting
  • Scheduling
  • Intraday management
  • Shrinkage
  • Reporting and analytics
• Experience working in a medium to large contact center environment.
• Strong Microsoft Excel skills with experience using PowerPoint and Visio.
• Experience creating detailed documentation, training materials, or process guides.
• Strong analytical and problem-solving abilities with exceptional attention to detail.
• Excellent written and verbal communication skills.
• Ability to balance multiple priorities in a fast-paced, collaborative environment.

Preferred Qualifications

• Experience with Workforce Management platforms such as NICE InContact, NICE IEX, Verint, Five9, or similar solutions.
• Experience with real-time workforce scheduling and administration.
• Experience coaching or training contact center employees.
• College degree preferred (High School Diploma or GED required).

Ideal Candidate
We're looking for someone who thrives in a fast-paced environment, enjoys solving operational challenges through data, and can confidently collaborate with contact center leadership while maintaining exceptional attention to detail. The ideal candidate is proactive, highly organized, analytical, and comfortable balancing independent work with cross-functional teamwork.


People are our business worldwide
 
Orion Group was founded in 1987 and is now one of the largest, independent, international recruitment companies. We have a network of 200 employees working from 24 offices, delivering a range of services – Talent Acquisition, Recruitment Outsourcing Services, Retained Search, Global Workforce Solutions, Completions & Commissioning and Materials Management – across 68 countries. As a global leader in workforce solutions, we recruit personnel across the Engineering & Technical, Office & Commercial, Scientific and Skilled Trades disciplines, for sectors including Oil & Gas, Life Science, Power & Utilities, Constructions & Infrastructure, Manufacturing and Renewables.