Strategic Contact Center WFM Analyst

Immersion; Mechanicsburg (Cumberland County); On-site; USD 55,000 - 85,000; Full time

Job summary

Immersion Consulting is seeking a Workforce Management Analyst to support scheduling, staffing coordination, and performance monitoring in our Mechanicsburg, PA operation. This on-site role covers standard business hours with assigned shifts, contributing to meeting service levels for our financial services clients.

You will analyze historical data, maintain accuracy in WFM tools, and collaborate with supervisors to manage staffing risks and trends, ensuring accurate schedules and reliable

Qualifications

• 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.

Responsibilities

• Create and maintain staff schedules based on forecasted demand and track changes.
• Monitor daily performance against service levels and staffing plans; communicate adjustments to supervisors.

Skills

Excel

Analytics

Tools

Workforce management tools

Job description

Immersion Consulting is seeking a Workforce Management Analyst to support scheduling, staffing coordination, and performance monitoring in our Mechanicsburg, PA operation. This on-site role covers standard business hours with assigned shifts, contributing to meeting service levels for our financial services clients.

You will analyze historical data, maintain accuracy in WFM tools, and collaborate with supervisors to manage staffing risks and trends, ensuring accurate schedules and reliable