Job Title: Workforce Management Analyst - Call Center Support\n

Location: Erie, PA \n

Job Type: Full-Time| [On-site\/ After 90 days Hybrid]\n

Department: Operations \/ Customer Experience\n

Reports To: Workforce Management Manager \/ Director\n\n

About the Role\n

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.\n

Key Responsibilities\n\nDevelop and maintain accurate forecasts for call volume, staffing needs, and shrinkage.\nCreate and manage agent schedules to ensure coverage across all shifts and channels.\nMonitor real-time adherence and intraday performance, making adjustments as needed.\nCollaborate with operations, HR, and training teams to align staffing with business needs.\nAnalyze historical data and trends to improve forecasting accuracy.\nGenerate reports and dashboards to communicate performance metrics and staffing efficiency.\nSupport workforce planning initiatives including hiring, training, and seasonal ramp-ups.\nMonitor attendance, productivity, and schedule adherence. \nSupport workforce planning initiatives including hiring, training, and seasonal ramp-ups.\n\n

Qualifications\n\n2+ years of experience in workforce management, preferably in a call center environment.\nProficiency in WFM tools such as NICE IEX, Verint, Genesys, or similar platforms.\nStrong analytical skills and proficiency in Excel or other data analysis tools.\nExcellent communication and collaboration skills.\nAbility to work in a fast-paced, dynamic environment and manage multiple priorities.\nKnowledge of call center KPIs such as ASA, AHT, SL, occupancy, and shrinkage.\n\n

Preferred Qualifications\n\nExperience with multi-site or remote workforce management.\nFamiliarity with real-time monitoring tools and reporting platforms.\nBachelor's degree in Business, Statistics, or related field.\n\n

What We Offer:\n\nCompetitive salary and performance bonuses\nHealth, dental, and vision insurance\nLiberal paid time off\nCareer development and internal promotion opportunities\nA culture focused on employee well-being and growth\n\n

How to Apply: Send your resume and a brief cover letter to info@dvsbpo.com\n

Let us know how you've helped improve retention in past roles!\n
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A pre-employment drug screening and criminal background check are required prior to employment.