Contact Center Workforce Management Analyst

Workforce Management AnalystThe 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).Key ResponsibilitiesScheduling & Staffing SupportAssist in creating and maintaining staff schedules based on forecasted demandTrack and update schedule changes, time-off requests, and staffing adjustmentsReal-Time MonitoringMonitor daily performance against service levels and staffing plansIdentify variances and communicate recommended adjustments to supervisorsReporting & Data AnalysisProduce regular reports on schedule adherence, service levels, and performance trendsCompare actual results to forecasts and highlight key variancesForecasting SupportAssist in analyzing historical data to support volume and staffing forecastsMaintain data accuracy within workforce management toolsCollaborationPartner with supervisors and leadership to support operational needsCommunicate staffing risks or trends in a timely mannerQualificationsRequired2–4 years of experience in contact center operations, workforce management, or analyticsStrong Excel skills (e.g., pivot tables, basic formulas)Analytical mindset with attention to detailPreferredExperience with workforce management toolsExposure to contact center scheduling or reportingExperience in high-volume environmentsWhat Success Looks Like (6–12 Months)Produces accurate schedules and reliable reportingEffectively supports real-time operational needsIdentifies trends that improve staffing efficiencyGrowth OpportunitiesSenior WFM AnalystCapacity Planning / Forecasting rolesOperations Strategy