Offer summary

Qualifications:

Bachelor’s degree in Business, Mathematics, Statistics, or a related field (or equivalent experience)., 2+ years of experience in workforce management, preferably in a contact center environment., Experience with contact center WFM platforms (e.g., NICE, Verint, Genesys, Calabrio)., Strong analytical and problem-solving skills with attention to detail..

Key responsibilities:

Develop and maintain accurate forecasts for call volume, handle time, and staffing requirements.

Create and manage agent schedules to ensure adequate coverage across all shifts and channels.

Monitor real-time contact center performance and make intraday adjustments as needed.

Analyze and report on key workforce metrics such as occupancy, shrinkage, and schedule adherence.

Job description

MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.

Workforce Management Support Analyst

Salary: $55 - $65K annually with full benefits

Location: Fully Remote

Shift: 40 hours per week – Must be available Monday–Friday 8 am – 6 pm EST

We are seeking a detail-oriented and analytical Workforce Management (WFM) Analyst to join our contact center team. The WFM Analyst will be responsible for forecasting, scheduling, real-time monitoring, and reporting to ensure optimal staffing levels and efficient operations. This role is critical to maintaining high service levels, maximizing agent productivity, and delivering an excellent customer experience.

Role & Responsibilities:

• Develop and maintain accurate forecasts for call volume, handle time, and staffing requirements using historical data and predictive analytics.
• Create and manage agent schedules to ensure adequate coverage across all shifts and channels while balancing employee preferences and business needs.
• Monitor real-time contact center performance, including queue levels, agent adherence, and service level metrics; make intraday adjustments as needed.
• Analyze and report on key workforce metrics such as occupancy, shrinkage, absenteeism, and schedule adherence.
• Collaborate with operations, HR, and training teams to support hiring, onboarding, and ongoing workforce planning.
• Identify trends, risks, and opportunities for process improvement in workforce management practices.
• Utilize WFM software (e.g., NICE, Verint, Genesys, Calabrio) to optimize scheduling, forecasting, and reporting processes.
• Participate in regular meetings to review performance, staffing needs, and business objectives.
• Provide recommendations to management on staffing strategies, overtime, and shift adjustments.
• Ensure compliance with labor laws, organizational policies, and union agreements (if applicable).

Qualifications & Skills:

• Bachelor’s degree in Business, Mathematics, Statistics, or a related field (or equivalent experience).
• 2+ years of experience in workforce management, preferably in a contact center environment.
• Experience with contact center WFM platforms (e.g., NICE, Verint, Genesys, Calabrio).
• Familiarity with labor laws and scheduling compliance.
• Knowledge of contact center operations, KPIs, and best practices.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in workforce management software and Microsoft Excel.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational and time management skills.
• Strong business acumen
• Experience with data visualization and reporting tools.

Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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