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