Contact Center Workforce Management Analyst

Immersion Consulting, LLC•Mechanicsburg, PA

1h•Onsite

About The Position

The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This role helps ensure the right resources are in place to meet service level expectations. Immersion Consulting delivers high-quality contact center support for commercial financial services clients, with a focus on accuracy, compliance, and customer experience. Our teams operate in a structured, performance-driven environment, supporting both customers and internal stakeholders through efficient, professional service delivery. All roles are based on site in Mechanicsburg, PA and support operations during standard business hours (typically between 8:00 AM – 8:00 PM, Monday through Friday, with assigned shifts).

Requirements

2–4 years of experience in contact center operations, workforce management, or analytics
Strong Excel skills (e.g., pivot tables, basic formulas)
Analytical mindset with attention to detail

Nice To Haves

Experience with workforce management tools
Exposure to contact center scheduling or reporting
Experience in high-volume environments

Responsibilities

Assist in creating and maintaining staff schedules based on forecasted demand
Track and update schedule changes, time-off requests, and staffing adjustments
Monitor daily performance against service levels and staffing plans
Identify variances and communicate recommended adjustments to supervisors
Produce regular reports on schedule adherence, service levels, and performance trends
Compare actual results to forecasts and highlight key variances
Assist in analyzing historical data to support volume and staffing forecasts
Maintain data accuracy within workforce management tools
Partner with supervisors and leadership to support operational needs
Communicate staffing risks or trends in a timely manner