Contact Center WFM Analyst — Staffing & Forecasting

AmeriGas; Philadelphia (Philadelphia County); On-site; USD 65,000 - 90,000; Full time

Job summary

AmeriGas is seeking a Workforce Management (WFM) Analyst to forecast staffing and build frontline schedules based on historical and current contact volumes. You will alert leadership when targets aren’t met and propose solutions to optimize service levels and costs.

Responsibilities include creating daily/monthly staffing plans, maintaining performance reports, and advising on overtime and vacation calendars to ensure efficient operations across our contact centers.

Qualifications

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

Responsibilities

• Monitor contact volumes and build statistical databases to create daily and monthly staffing schedules.
• Analyze and present reports on key performance indicators for leadership and support teams.
• Provide recommendations for overall planning of incoming/outgoing contacts, overtime, and vacation availability.

Skills

Analytical

Accuracy

Communication

Forecasting ability

MS Office (Excel)

MS Access

SQL

Crystal reporting

Education

Bachelor’s degree in business

Workforce Planning Certification

4+ years capacity planning experience

Tools

Excel

Access

SQL

Crystal Reports

Job description

AmeriGas is seeking a Workforce Management (WFM) Analyst to forecast staffing and build frontline schedules based on historical and current contact volumes. You will alert leadership when targets aren’t met and propose solutions to optimize service levels and costs.

Responsibilities include creating daily/monthly staffing plans, maintaining performance reports, and advising on overtime and vacation calendars to ensure efficient operations across our contact centers.