Workforce Management Analyst – Call Center Support

Disabled Veteran Solutions

  • Erie, PA
  • Permanent
  • Full-time
  • 20 days ago
  • Apply easily
Job Title: Workforce Management Analyst - Call Center SupportLocation: Erie, PAJob Type: Full-Time| [On-site/ After 90 days Hybrid]Department: Operations / Customer ExperienceReports To: Workforce Management Manager / DirectorAbout the RoleWe 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.
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.
What We Offer:
  • Competitive salary and performance bonuses
  • Health, dental, and vision insurance
  • Liberal paid time off
  • Career development and internal promotion opportunities
  • A culture focused on employee well-being and growth
How to Apply: Send your resume and a brief cover letter toLet us know how you've helped improve retention in past roles!A pre-employment drug screening and criminal background check are required prior to employment.

Disabled Veteran Solutions