Contact Center Analyst I

Date: Feb 11, 2019

Location: Erie, PA, US, 16530

Job requisition: 13400
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Division or Field Office:

Service Operations & Support Division

Department of Position: Center of Excellence Dept 

Work from:



At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.  To attract and retain the best talent, we reward our team members with competitive salaries and a very generous benefits package.


Position Summary

Tracks, analyzes and reports contact center call volumes and staffing data.  Works with employees, supervisors and leaders on scheduling time off, off phone work that align with customer needs. Proactively addresses shortfalls in staffing and schedules overtime and flexes employees schedules. Works in COE command center to leverage WFO software to identify gaps in customer needs and work with supervisors to gain resources. Updates databases and ensures efficient production of various workforce management reports. Generates ad hoc reports and enters data into appropriate system. 


  • The hours for this position are 11:00 am- 7:00 pm, Monday through Friday with occasional weekend coverage.
  • Candidates with above minimum qualifications may be considered for a Contact Center Analyst II or a Senior Level position. Number of years and scope of experience will determine level.

Duties and Responsibilities

Works with Directors on staffing models, recommendations for new classes and develops anticipatory planning solutions


Collects, compiles, and organizes data required for analysis.


Maintains databases for accurate tracking and planning of contact center.


Researches, compiles and organizes data required for analysis.


Generates ad hoc reports to include trend analysis as requested.


Performs database entry, including updates to the employee database and keying of employee exceptions.


Workforce Planning


Ensures optimum contact center productivity by providing communication and reporting around performance analytics.


Responsible for real-time workforce management systems including, but not limited to, assuring data integrity and real-time interfaces are operational.


Creates and presents various reporting information to contact center management and multiple intranet sites.


Responsible for integration of several key performance data with daily contact center performance metrics.



Communicates staffing gaps to employes, supervisors and leaders to ensure proper customer service levels are met.


Delivers recommendations to management for off phone scheduling, training and coaching.


Examines historical performance call volume data by intervals, recommending staffing changes based on performance goals and daily statistics.


Maintains and updates daily workforce schedules. Provides forecast variance, service level and call volume reports.


Serves in Command Center as Real Time Coordinator to address service levels, employee compliance and solicit supervisor support


This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become evident.


Ability to Manage Complexity

Developing And Maintaining Relationships


Interpersonal Communication

Job-Specific Knowledge

Arithmetic Computation

Numerical Reasoning

Oral Communication

Planning And Organizing

Service Orientation

Time Management


The minimum education and experience requirements are as follows:

Bachelor's degree in business or related field; or


Associates degree and two years' related experience; or


High school diploma or GED and four years' related experience required.


Contact center experience preferred. Workforce management reporting experience preferred. Working knowledge of word processing and spreadsheet software required. Knowledge of database and presentation software preferred.

Physical Requirements

Lifting 0-20 lbs; Occasional (<20%)

Lifting 20-50 lbs; Occasional (<20%)

Lifting Over 50 lbs; Rarely

Driving; Rarely

Pushing/Pulling; Rarely

Manual Keying/Data Entry; Frequent (50-80%)

Climbing; Rarely

Nearest Major Market: Erie

Job Segment: Database, Technology

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