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Workforce Management Analyst – Call Center Support at Disabled Veteran Solutions
Erie, PA 16506, USA - Full Time
Skills Needed
Workforce Management, Analytical Skills, Reporting, Statistics, Genesys, Occupancy, Shrinkage, Platforms, Excel
Specialization
Business statistics or related field
Qualification
Graduate
Corporate & International Tax Analyst | Western Sydney at Deloitte
SWS, New South Wales, Australia - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Experience Required
Minimum 1 year(s)
EV Vehicles Electrician at King Limousine Luxury Motor Vehicles Services LLC
Dubai, , United Arab Emirates - Full Time
Skills Needed
Electric Vehicles, Technical Manuals, Infrastructure, Software, Evs, Communication Skills, Wiring Diagrams
Qualification
Graduate
Bakery Assistant at LeoGreta
Carnegie, PA 15106, USA - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
IT Project Manager - (Must be local to Brooklyn, NY) at Cloud and Things Inc
Brooklyn, NY 11201, USA - Full Time
Skills Needed
Strategic Planning, Smartsheet, Special Education, Cloud, Information Systems, Hiring, Jira, Computer Science, Confluence, Leadership
Specialization
Computer science information systems education technology or a related field
Qualification
Graduate
Early Years Educator - Term time only at Seymour House Nursery Schools
Chelmsford CM1 7PP, , United Kingdom - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
assistant controller at Lastwall Networks
Vancouver, BC V6J 4M6, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Senior Administrator Private Equity Investor Services at Citco
Luxembourg, , Luxembourg - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Commercial Contracting Support Specialist – BeNeLux at Johnson Johnson
Amersfoort, , Netherlands - Full Time
Skills Needed
Dashboards, Connections, English, Medtech, Working Experience, French, Collaboration
Specialization
Working experience as we value a mix of competences more than a specific degree
Qualification
Graduate
Experience Required
Minimum 1 year(s)
AddeGrad Program (2026) - Client Solutions Analyst at Addepar
Salt Lake City, Utah, USA - Full Time
Skills Needed
Root Cause Analysis
Qualification
Graduate
Journalist, CNA TODAY at Mediacorp Pte Ltd
Singapore 138507, , Singapore - Full Time
Skills Needed
Management Skills, Economics, Writing, Analytical Skills, Political Science, Current Affairs, Journalism
Specialization
Economics political science arts social science journalism or mass communication
Qualification
Graduate
D365 Configuration Analyst at World Vision Australia
Victoria, Victoria, Australia - Full Time
Skills Needed
Dynamics, Power Bi, Computer Science, Communication Skills, Powerapps, It
Specialization
It computer science or a related field
Qualification
Graduate
Systemadministrator für Windows Infrastruktur (gn) at HORNBACH Baumarkt AG
76879 Bornheim, , Germany - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Administrative Assistant, Casual, Insurance Law & Litigation at Lander Rogers
Brisbane, Queensland, Australia - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Boarding Team Lead at CATS Global Schools
Canterbury CT1 3LQ, , United Kingdom - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
administrator at Pavo Creations Pvt Ltd
Dubai, , United Arab Emirates - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Kitchen Porter at Mount Charles
Belfast, Northern Ireland, United Kingdom - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Manager, Deloitte Global Sustainability Commercialization 12 month Secondme at Deloitte
Toronto, ON, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Volunteer - Exercise Instructor at Jewish Care Victoria
Victoria, Victoria, Australia - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Team Leader - Nova Scotia at Mountain Warehouse
Halifax, NS B3L 4R3, Canada - Full Time
Skills Needed
Customer Experience, Customer Service, It
Qualification
Graduate
Workforce Management Analyst – Call Center Support at Disabled Veteran Solutions
Erie, PA 16506, USA -
Full Time

Start Date

Immediate

Expiry Date

14 Nov, 25

Salary

0.0

Posted On

14 Aug, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Workforce Management, Analytical Skills, Reporting, Statistics, Genesys, Occupancy, Shrinkage, Platforms, Excel

Industry

Information Technology/IT

Description

Job Title: Workforce Management Analyst - Call Center Support
Location: Erie, PA
Job Type: Full-Time| On-site/ After 90 days Hybrid
Department: Operations / Customer Experience
Reports To: Workforce Management Manager / Director

QUALIFICATIONS

  • 2+ years of experience in workforce management, preferably in a call center environment.
  • Proficiency in WFM tools such as NICE IEX, Verint, Genesys, or similar platforms.
  • Strong analytical skills and proficiency in Excel or other data analysis tools.
  • Excellent communication and collaboration skills.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
  • Knowledge of call center KPIs such as ASA, AHT, SL, occupancy, and shrinkage.

PREFERRED QUALIFICATIONS

  • Experience with multi-site or remote workforce management.
  • Familiarity with real-time monitoring tools and reporting platforms.
  • Bachelor’s degree in Business, Statistics, or related field.
Responsibilities

ABOUT THE ROLE

We are seeking a detail-oriented and analytical Workforce Management Analyst to support our call center operations. This role is critical in ensuring optimal staffing, forecasting, and scheduling to meet service level goals and deliver an exceptional customer experience.

KEY RESPONSIBILITIES

  • Develop and maintain accurate forecasts for call volume, staffing needs, and shrinkage.
  • Create and manage agent schedules to ensure coverage across all shifts and channels.
  • Monitor real-time adherence and intraday performance, making adjustments as needed.
  • Collaborate with operations, HR, and training teams to align staffing with business needs.
  • Analyze historical data and trends to improve forecasting accuracy.
  • Generate reports and dashboards to communicate performance metrics and staffing efficiency.
  • Support workforce planning initiatives including hiring, training, and seasonal ramp-ups.
  • Monitor attendance, productivity, and schedule adherence.
  • Support workforce planning initiatives including hiring, training, and seasonal ramp-ups.
Workforce Management Analyst – Call Center Support at Disabled Veteran Solutions
Erie, PA 16506, USA - Full Time
Skills Needed
Workforce Management, Analytical Skills, Reporting, Statistics, Genesys, Occupancy, Shrinkage, Platforms, Excel
Specialization
Business statistics or related field
Qualification
Graduate
Corporate & International Tax Analyst | Western Sydney at Deloitte
SWS, New South Wales, Australia - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Experience Required
Minimum 1 year(s)
EV Vehicles Electrician at King Limousine Luxury Motor Vehicles Services LLC
Dubai, , United Arab Emirates - Full Time
Skills Needed
Electric Vehicles, Technical Manuals, Infrastructure, Software, Evs, Communication Skills, Wiring Diagrams
Qualification
Graduate
Bakery Assistant at LeoGreta
Carnegie, PA 15106, USA - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
IT Project Manager - (Must be local to Brooklyn, NY) at Cloud and Things Inc
Brooklyn, NY 11201, USA - Full Time
Skills Needed
Strategic Planning, Smartsheet, Special Education, Cloud, Information Systems, Hiring, Jira, Computer Science, Confluence, Leadership
Specialization
Computer science information systems education technology or a related field
Qualification
Graduate
Early Years Educator - Term time only at Seymour House Nursery Schools
Chelmsford CM1 7PP, , United Kingdom - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
assistant controller at Lastwall Networks
Vancouver, BC V6J 4M6, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Senior Administrator Private Equity Investor Services at Citco
Luxembourg, , Luxembourg - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Commercial Contracting Support Specialist – BeNeLux at Johnson Johnson
Amersfoort, , Netherlands - Full Time
Skills Needed
Dashboards, Connections, English, Medtech, Working Experience, French, Collaboration
Specialization
Working experience as we value a mix of competences more than a specific degree
Qualification
Graduate
Experience Required
Minimum 1 year(s)
AddeGrad Program (2026) - Client Solutions Analyst at Addepar
Salt Lake City, Utah, USA - Full Time
Skills Needed
Root Cause Analysis
Qualification
Graduate
Journalist, CNA TODAY at Mediacorp Pte Ltd
Singapore 138507, , Singapore - Full Time
Skills Needed
Management Skills, Economics, Writing, Analytical Skills, Political Science, Current Affairs, Journalism
Specialization
Economics political science arts social science journalism or mass communication
Qualification
Graduate
D365 Configuration Analyst at World Vision Australia
Victoria, Victoria, Australia - Full Time
Skills Needed
Dynamics, Power Bi, Computer Science, Communication Skills, Powerapps, It
Specialization
It computer science or a related field
Qualification
Graduate
Systemadministrator für Windows Infrastruktur (gn) at HORNBACH Baumarkt AG
76879 Bornheim, , Germany - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Administrative Assistant, Casual, Insurance Law & Litigation at Lander Rogers
Brisbane, Queensland, Australia - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Boarding Team Lead at CATS Global Schools
Canterbury CT1 3LQ, , United Kingdom - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
administrator at Pavo Creations Pvt Ltd
Dubai, , United Arab Emirates - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Kitchen Porter at Mount Charles
Belfast, Northern Ireland, United Kingdom - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Manager, Deloitte Global Sustainability Commercialization 12 month Secondme at Deloitte
Toronto, ON, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Volunteer - Exercise Instructor at Jewish Care Victoria
Victoria, Victoria, Australia - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Team Leader - Nova Scotia at Mountain Warehouse
Halifax, NS B3L 4R3, Canada - Full Time
Skills Needed
Customer Experience, Customer Service, It
Qualification
Graduate