Contact Center Analyst

Job Summary

Providing workforce management support, the full-time Contact Center Analyst will monitor real-time call performance, develop forecasts, and ensure efficient resource utilization while working remotely from Pennsylvania.

Key responsibilities

• Monitors real-time call and non-call performance to ensure service levels are met
• Develops and maintains short-term and strategic forecasts for inbound/outbound contact volumes and staffing requirements
• Coordinates with vendor workforce management to balance contact volumes and staffing needs

Required qualifications

• High School Diploma or Equivalent (GED) required
• Minimum of 7 years of relevant experience required
• Experience in workforce management and call center operations preferred
• Proficiency in data analysis and reporting tools
• Ability to develop and maintain documentation and procedure manuals