Contact Center Workforce Management Analyst
Immersion Consulting, LLC • Mechanicsburg, PA27d • Onsite
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Contact Center Workforce Management Analyst
Immersion Consulting, LLC•Mechanicsburg, PA
•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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
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