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Workforce Management Analyst Jobs in Philadelphia, PA

UGI

CES Real Time Specialist

King Of Prussia, PA

$55K/yr

The Real-Time Specialist has primary responsibility for alerting the Workforce Management Analyst(s) when incoming contacts are not meeting response standards. The Real-Time Specialist will produce ...

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All JobsWorkforce Management Analyst JobsWorkforce Management Analyst Jobs in Philadelphia, PA

Workforce Management Analyst information

See Philadelphia, PA salary details

$38.9K

$98.5K

$174.1K

How much do workforce management analyst jobs pay per year?

As of Aug 10, 2026, the average yearly pay for workforce management analyst in Philadelphia, PA is $98,462.00, according to ZipRecruiter salary data. Most workers in this role earn between $57,500.00 and $133,700.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a workforce management analyst, and why are they important?

To thrive as a Workforce Management Analyst, you need strong analytical skills, experience in data analysis, and a background in business, mathematics, or a related field. Proficiency with workforce management software (e.g., NICE, Genesys, Verint), advanced Excel skills, and sometimes certification in workforce management are typically required. Exceptional problem-solving abilities, attention to detail, and effective communication help analysts interpret data and collaborate with stakeholders. These skills are essential for optimizing staffing, improving operational efficiency, and supporting data-driven decision-making in dynamic environments.

What is a workforce management analyst?

A workplace management analyst observes a company to develop strategies to improve overall operations. As a workforce management analyst, your primary job duties include interviewing staff, observing the team in action, reading through company manuals, and collecting information related to company finances and spending. You then analyze this data and help the management team develop a plan to improve staff performance. The career requires at least a bachelor’s degree, usually in business or human resources. Additional qualifications include strong communication skills and experience with data analysis. Though some workplace management analysts work for a single organization, many work as consultants for a variety of companies.

What does a workforce management analyst do?

A Workforce Management Analyst is responsible for analyzing staffing needs, forecasting workload, and ensuring that the right number of employees are scheduled to meet business demands. They use data analysis and various software tools to optimize employee schedules, monitor real-time operations, and recommend improvements for efficiency. Their work helps organizations maintain productivity, reduce labor costs, and improve customer service by ensuring adequate coverage during peak times.

What is the difference between Workforce Management Analyst vs Workforce Planning Analyst?

AspectWorkforce Management AnalystWorkforce Planning Analyst
Primary FocusOptimizing staffing, scheduling, and real-time workforce operationsStrategic forecasting and long-term staffing plans
Skills & CertificationsData analysis, scheduling tools, communication skillsData analysis, forecasting, industry knowledge
Work EnvironmentContact centers, customer service, operationsCorporate planning, HR, operations departments
Common UsageUsed in call centers, retail, healthcareUsed in large organizations, consulting firms

While both roles involve workforce data analysis, the Workforce Management Analyst focuses on daily staffing and scheduling, ensuring operational efficiency. The Workforce Planning Analyst emphasizes strategic forecasting and long-term staffing strategies. Both roles require analytical skills and industry knowledge but serve different organizational needs.

How does a workforce management analyst typically collaborate with operations and HR teams to optimize staffing levels?

A Workforce Management Analyst works closely with both operations and HR teams to ensure staffing aligns with business needs. They analyze historical data and forecast demand, then communicate recommendations to operations managers for scheduling adjustments. Regular meetings with HR help address hiring needs or skills gaps, and analysts often provide actionable insights to both departments to enhance efficiency. This collaboration ensures the right number of staff are available at the right times, improving overall productivity and employee satisfaction.

Is a Workforce Management Analyst a good career?

A Workforce Management Analyst is a valuable role focused on optimizing staffing, scheduling, and resource allocation using tools like workforce management software. It offers opportunities for career growth, requires analytical skills, and is in demand across industries such as customer service, healthcare, and retail. The role often involves data analysis, forecasting, and collaboration with management to improve operational efficiency.
More about Workforce Management Analyst jobs
What are the most commonly searched types of Workforce Management Analyst jobs in Philadelphia, PA? The most popular types of Workforce Management Analyst jobs in Philadelphia, PA are:
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What cities near Philadelphia, PA are hiring for Workforce Management Analyst jobs? Cities near Philadelphia, PA with the most Workforce Management Analyst job openings:
Workforce Management Analyst jobs near you
Infographic showing various Workforce Management Analyst job openings in Philadelphia, PA as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 13% Part Time, and 3% Contract. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution, with an average salary of $98,462 per year, or $47.3 per hour.

Real Time Analyst, Workforce Management

Labor First

Mount Laurel, NJ • On-site

$50K - $60K/yr

Full-time

Posted 16 days ago

Job description

Description
LaborFirst is the leader in Care Navigation and advocacy, dedicated to improving outcomes and satisfaction for group plan sponsors and their members. Founded in 2005, we partner with all major national health carriers to serve 450+ clients and over 375,000 Medical and Pharmacy lives across all 50 states. We deliver high-touch solutions that drive value while preserving benefits. RetireeFirst, a LaborFirst solution, provides end-to-end Retiree Benefits Management. In partnership with plan sponsors, brokers, and consultants, we design, implement, manage, and administer Medicare benefits, ensuring a seamless transition and continued support. HealthActive, our solution for self-insured health plans with actives and early retirees, combines one-on-one health advocacy with technology-driven insights to help members successfully navigate their healthcare journey.
The Real-Time Analyst (RTA) monitors operational performance in real time to ensure staffing aligns with business demand. This role analyzes contact volume, agent availability, adherence, and service levels while coordinating with operations leaders to make intraday adjustments that optimize customer experience and operational efficiency.
Role Responsibilities:
• Monitor real-time performance metrics such as service level, average speed of answer (ASA), abandonment rate, occupancy, and handle time.
• Track employee schedule adherence and identify variances.
• Manage intraday staffing by recommending overtime, voluntary time off (VTO), shift changes, or cross-skilling.
• Monitor call, chat, email, SMS, or work queue volumes and react to unexpected spikes or declines.
• Communicate staffing recommendations and operational updates to leadership and team members.
• Analyze trends throughout the day and provide interval reports.
• Escalate risks to service levels and recommend corrective actions.
• Collaborate with Forecasting and Scheduling teams to improve future staffing plans.
• Prepare daily operational reports and post-shift performance summaries.
• Ensure workforce management systems accurately reflect staffing activities.
Requirements
Qualifications:
Required:
  • 3-5 years of contact center or workforce management experience.
  • Experience with Vonage, Salesforce, Genesys Cloud CX, NICE CXone, Five9, and Avaya
  • Strong analytical and problem-solving abilities.
  • Advanced Microsoft Excel skills.
  • Experience of workforce management software (e.g., Verint, NICE IEX).
  • Knowledge of contact center KPIs and workforce management principles.
  • Excellent communication and decision-making skills.
  • Ability to work under pressure in a fast-paced environment.
  • Demonstrated ability to work independently while maintaining a consistent on-site presence.

Preferred:
  • Bachelor's degree or equivalent experience.
  • Experience as a Workforce Coordinator, Scheduler, or Contact Center Supervisor is beneficial.
  • Self-motivated professionals capable of making sound decisions independently in an on-site operational environment.

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