Central Station Analyst

Job Description

Job Title:        Central Station Analyst                                  Location:  Corporate

Department:  Store Operations                                            

Position Summary:

*This position is a part time position (rotating days/hours including weekends) on 2nd shift and is 100% on-site*

The Wawa Central Station Analyst serves as the first point of contact for both emergency and non-emergency communications from Store Associates, Government Agencies, and Vendors. This role manages inquiries through multiple channels, including phone, email, MAS, and MyContactCenter. As a key frontline representative, the Central Station Analyst plays a critical role in ensuring timely, accurate, and high-quality support—delivering a best-in-class experience with every interaction.

Principal Duties

• Deliver a high-quality contact experience by managing multiple communication channels and prioritizing incoming calls effectively.
• Handle and prioritize multiple incoming calls simultaneously, demonstrating strong multitasking and decision-making skills.
• Monitor and respond to emergency and non-emergency alarms, documenting incidents with precision and following established procedures.
• Troubleshoot security and CCTV systems and follow support protocols to resolve or escalate issues as needed.

Essential Functions:

• Ability to work well individually as well as in a team environment
• Communicate clearly with strong documentation and verbal skills
• Stay organized, detail oriented, and manage time efficiently
• Remain calm and empathetic while guiding callers through high pressure situations
• Make sound decisions with minimal supervision and even with limited information
• Analyze problems quickly and adapt to changing circumstances
• Multitask and prioritize multiple calls and tasks in real time
• Demonstrate flexibility with scheduling based on business or crisis needs
• Adapt to evolving technologies and tools with ease

Basic Requirements:

• HS diploma, technical certification or equivalent experience
• 3-5 years of experience providing exemplary Customer Service, Central Station emergency environment preferred
• Experienced in managing multiple phone lines while effectively communicating with individuals in emotional or physical distress
• Technically competent with multiple technology applications and strong ability to multi-task
• Ability to work weekdays/weekends and any shift due to 24/7 hours of operation

Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at asc@wawa.com.

Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.