Associate Management Analyst, Workforce Planning

City of Richmond, Virginia; Richmond (VA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Virginia Retirement System (VRS)

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

The City of Richmond, Virginia's Department of Public Utilities seeks a qualified Management Analyst, Associate to join the Customer Service Call Center. You will analyze staffing data, forecast demand, and help align resources with service level goals in a fast-paced environment.

This role leads reporting, supports scheduling, and collaborates with supervisors to drive accuracy and efficiency while delivering excellent customer service and cost containment.

Qualifications

• Bachelor's degree in business/public administration or field related to assignment.
• Two years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis.
• Equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

Responsibilities

• Analyze call volume, staffing, and productivity data to identify trends, operational gaps, and improvement opportunities.
• Forecast labor demand using historical patterns, seasonal trends, and operational requirements.
• Develop, maintain, and adjust staffing schedules to ensure adequate coverage and alignment with service-level objectives.
• Monitor real-time call center performance metrics and recommend intraday staffing or queue adjustments.
• Validate, update, and maintain datasets, databases, and WFM system inputs to ensure accuracy and consistency.
• Provide training, support, and guidance to staff on WFM tools, reporting, and processes.
• Collaborate with supervisors, team leads, and other internal stakeholders to ensure data accuracy and shared understanding of workforce needs.

Skills

Analytical

Attention to detail

Communication

Teamwork

Independent work

Technical writing

Education

Bachelor's degree in business/public administration or related field

Tools

Excel

Calabrio WFM

Workforce management systems

Job description

The City of Richmond, Virginia's Department of Public Utilities seeks a qualified Management Analyst, Associate to join the Customer Service Call Center. You will analyze staffing data, forecast demand, and help align resources with service level goals in a fast-paced environment.

This role leads reporting, supports scheduling, and collaborates with supervisors to drive accuracy and efficiency while delivering excellent customer service and cost containment.