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Geisinger

Contact Center Analyst

Geisinger

Contact Center Analyst providing work force management support to teams at Geisinger Health Plan. Monitoring performance, developing forecasts, and ensuring service levels are met while working remotely in Pennsylvania.

Posted 7/21/2026full-timeRemote • Pennsylvania • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management, including real-time monitoring, forecasting, and capacity planning for contact center operations. Proven ability to analyze trends and discrepancies to optimize service levels and staffing requirements.

Highest-signal resume keywords
Workforce ManagementReal-Time MonitoringForecastingCapacity PlanningTrend Analysis

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Forecast DevelopmentOperational AssessmentFinancial Impact AnalysisCall Volume ManagementStaffing Requirement Analysis
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Contact CenterInbound/Outbound CallsCustomer ContactsService LevelsOperational Performance

About the role

Key responsibilities & impact
  • Provides work force management support to the Contact Center and other assigned Teams.
  • Balances real time inbound and outbound call and non-call customer contacts, developing forecasts, assessing operational and financial benefits, and impacts of scenarios.
  • Accountable for real-time monitoring of workforce performance during Contact Center hours of operations.
  • Alerts management to trends, discrepancies, or issues around changing service levels.
  • Develops and maintains short term and strategic forecasts/capacity plans for inbound/outbound contact and non-call work volumes and staffing requirements based on historical trends and business growth objectives.

Requirements

What you’ll need
  • High School Diploma or Equivalent (GED)- (Required)
  • Minimum of 7 years-Relevant experience* (Required)

Benefits

Comp & perks
  • healthcare benefits for full time and part time positions from day one
  • vision
  • dental
  • domestic partners