Contact Center Workforce Management Analyst

Description

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

Key Responsibilities

Scheduling & Staffing Support

· Assist in creating and maintaining staff schedules based on forecasted demand

· Track and update schedule changes, time-off requests, and staffing adjustments

Real-Time Monitoring

· Monitor daily performance against service levels and staffing plans

· Identify variances and communicate recommended adjustments to supervisors

Reporting & Data Analysis

· Produce regular reports on schedule adherence, service levels, and performance trends

· Compare actual results to forecasts and highlight key variances

Forecasting Support

· Assist in analyzing historical data to support volume and staffing forecasts

· Maintain data accuracy within workforce management tools

Collaboration

· Partner with supervisors and leadership to support operational needs

· Communicate staffing risks or trends in a timely manner

Qualifications

Required

· 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

Preferred

· Experience with workforce management tools

· Exposure to contact center scheduling or reporting

· Experience in high-volume environments

What Success Looks Like (6–12 Months)

· Produces accurate schedules and reliable reporting

· Effectively supports real-time operational needs

· Identifies trends that improve staffing efficiency

Growth Opportunities

· Senior WFM Analyst

· Capacity Planning / Forecasting roles

· Operations Strategy