Contact Center Workforce Optimization Analyst

Immersion Consulting, LLC.; Mechanicsburg (Cumberland County); On-site; USD 50,000 - 70,000; Full time

Job summary

A consulting firm is seeking a Workforce Management Analyst to support contact center operations in Mechanicsburg, PA. This role involves scheduling, staffing coordination, and performance monitoring to meet service level expectations. Candidates should have 2-4 years of experience in contact center operations and strong Excel skills. The ideal candidate will contribute to accurate schedules and reliable reporting, ensuring efficient staffing during business hours.

Qualifications

• 2-4 years of experience in contact center operations, workforce management, or analytics.
• Experience with workforce management tools preferred.
• Exposure to contact center scheduling or reporting is a plus.

Responsibilities

• Assist in creating and maintaining staff schedules based on forecasted demand.
• Monitor daily performance against service levels and staffing plans.
• Produce regular reports on schedule adherence, service levels, and performance trends.

Skills

Analytical mindset with attention to detail

Strong Excel skills (e.g., pivot tables, basic formulas)

Tools

Workforce management tools

Job description

A consulting firm is seeking a Workforce Management Analyst to support contact center operations in Mechanicsburg, PA. This role involves scheduling, staffing coordination, and performance monitoring to meet service level expectations. Candidates should have 2-4 years of experience in contact center operations and strong Excel skills. The ideal candidate will contribute to accurate schedules and reliable reporting, ensuring efficient staffing during business hours.