Workforce Management Analyst

The Fountain Group; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A prominent staffing firm is seeking a Workforce Management Analyst to support call center operations. This 100% remote position involves monitoring agent activity, analyzing performance metrics, and providing actionable insights to enhance operational efficiency. Ideal candidates are detail-oriented problem solvers with strong analytical skills and experience in workforce management.

Benefits

Medical insurance

Vision insurance

Qualifications

• Experience analyzing contact center metrics and operational data.
• Must have experience in WFM tasks: intraday tracking, schedule adherence.

Responsibilities

• Monitor phone agent activity and call queues in real-time.
• Track and update attendance, meetings, and callouts throughout the day.
• Pull and analyze reports in Excel/PowerPoint.

Skills

Attention to detail

Analytical mindset

Excellent verbal communication

Excellent written communication

Education

Bachelor's degree

Tools

Excel

PowerPoint

Visio

Verint

Job description

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This range is provided by The Fountain Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$44.00/hr - $47.00/hr

Direct message the job poster from The Fountain Group

Senior Recruiter at The Fountain Group | Connecting Top Talent with Fortune 500 Companies | Hiring Nationally

The Fountain Group is a national staffing firm and we are currently seeking a Workforce Management Analyst for a prominent client of ours. This position is 100% REMOTE. Details for the position are as follows:

Are you a Workforce Management (WFM) professional who thrives on solving problems, analyzing call center performance, and going beyond the surface to drive meaningful impact? We’re seeking a WFM Analyst to support real-time call center operations for a large-scale contact center (500-1000 agents). This role is not just about monitoring - it’s about moving the needle.

Key Responsibilities

• Monitor phone agent activity and call queues in real-time using WFM systems (e.g., Verint).
• Communicate directly with agents about schedule adherence and needed adjustments.
• Partner with supervisors to identify and resolve phone queue issues, schedule changes, and skill adjustments.
• Track and update attendance, meetings, and callouts throughout the day.
• Coordinate ad hoc off-line time with supervisors and escalate anomalies as needed.
• Pull and analyze reports in Excel/PowerPoint; identify trends and deliver insights to management.
• Proactively investigate performance outliers at the individual level (e.g., agents with unusually high or low call volumes).
• Create clear, actionable documentation including training guides and daily operational synopses.

Top Skills & Requirements

• Attention to detail and analytical mindset
• Strong proficiency in Excel, PowerPoint, and Visio
• Ability to create detailed documentation (e.g., training materials, SOPs)
• Excellent verbal and written communication skills
• Experience analyzing contact center metrics and operational data
• Ability to identify issues and recommend solutions, not just report on them
• Must have experience in WFM tasks: intraday tracking, schedule adherence, shrinkage, reporting
• Background in a high-volume call center (500+ agents) strongly preferred

Nice to Have

• Experience with Verint WFM or similar platforms (Five9, NICE InContact)
• Prior experience in a contact center analyst or real-time analyst role
• Familiarity with schedule optimization, call routing, or WFM forecasting tools
• Bachelor's degree (preferred but not required)
• Fully remote
• Collaborative, fast-paced, and data-driven
• Must be self-motivated with the initiative to dig deeper and solve root problems

What We’re Looking For

• We’re not looking for someone who only checks boxes. We need a problem-solver who sees beyond the data, communicates proactively, and takes ownership of operational performance. If you’re curious, analytical, and ready to go the extra mile, we want to hear from you.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Analyst and Management

• Industries

  Pharmaceutical Manufacturing and Biotechnology Research

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Inferred from the description for this job

Medical insurance

Vision insurance

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