CES Workforce Management Analyst

UGI Corporation; King of Prussia (PA); On-site; USD 70,000 - 95,000; Full time

Job summary

AmeriGas Propane, Inc. in King of Prussia, PA, is seeking a Workforce Management (WFM) Analyst to forecast staffing, align schedules with volume, and help deliver excellent customer service. You will build daily and monthly staffing plans using volume data, monitor performance reports, and present insights to center leadership.

Strong Excel, Access, SQL, and communication skills are essential. Bachelor’s degree and experience in contact centers required; this is a full-time role with competitive

Qualifications

• Bachelor’s degree or equivalent experience in business or a related field.
• Experience with workforce planning and staffing in a contact center preferred.
• Strong analytical and reporting capabilities with attention to data integrity.

Responsibilities

• Forecast contact volumes and build staffing plans to meet service levels.
• Develop daily and monthly schedules and adjust plans to changing volumes.
• Create performance reports and present findings to leadership.
• Collaborate with operations to optimize staffing and scheduling.

Skills

Analytical forecasting

Communication skills

MS Office Excel and Access

SQL

Crystal reporting

Education

Bachelor’s degree in business or related field

Workforce Planning Certification

Tools

Excel

Access

SQL

Crystal Reports

Job description

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Posting

Job Summary:

Ensures the CES centers have accurate staffing plans to meet customer volume needs and ensure an excellent experience. The WFM Analysts proactively coordinates and adjusts staffing to align with contact volumes in a timely manner, achieving service level goals and optimizing resources. The WFM analyst utilizes volume reports to build short- and long-range frontline staffing schedules, identifying and incorporating events/factors that will impact contact volumes. The WFM Analyst has primary responsibility for alerting Center leadership when incoming contacts are not meeting response standards and provides solutions to mitigate the risk.

Key Characteristics:

• Analytical – Requires the ability to understand the historical and current contact volume activity levels to accurately forecast required staffing and frontline schedules that meet both customer service standards and manage staffing expenses.
• Accuracy – Requires advanced knowledge of Center staffing and contact volumes. Must reliably produce accurate forecasting and reporting in a timely manner.
• Communication – Ability to effectively convey information in both written and verbal form, regarding Center activity, staffing, and customer service levels

Duties and Responsibilities:

• Call Center Forecasting – Responsible for monitoring contact volumes and building statistical databases that leverage historical contact volume, handle time and shrinkage information to create daily and monthly staffing schedules. Adjusts the staffing plans and schedules as needed to optimize customer response and wait times while minimizing staffing expenses.
• Contact Center Performance Reports – Builds and maintains statistical contact handling reports and other ad hoc reports leveraging various data sources to communicate the various key performance indicators. Analyzes and investigates contact center and frontline performance trends. Presents reports for contact center leadership and support teams that meets high standards of quality and data integrity.
• Workforce Management of Contact Center Activities – Provides recommendations for the overall planning needed for incoming and outgoing contacts as well as other activities. This includes determining the appropriate times for various activities, overtime recommendations, and vacation calendar availability. Maintains databases and reports concerns with data integrity to leadership timely.
• Communications - Keeps leadership informed and produces management reports on contact center activity which may include workforce planning, scheduling, service levels, staffing needs, future staff planning, systems issues and unresolved customer complaints. Recognizes and recommends operational improvements.

Knowledge, Skills and Abilities:

• Must have strong M/S Office (specifically Excel and Access) expertise; SQL and Crystal reporting expertise also preferred.
• Must have analytical forecasting ability and strong communications skills.
• Must enjoy working with a large volume of employees at all levels.

Education and Experience Required:

• Bachelor’s degree or equivalent experience in business.
• Workforce Planning Certification or 4+ years experience in a capacity planning role.
• Demonstrated experience with a WFM system including real time scheduling/adherence.
• Experience working in a contact center and/ or multi-skilled environment.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.