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.

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.