Contact Center Workforce Strategist

Essential Utilities, Inc.; Pennsylvania; On-site; USD 65,000 - 90,000; Full time

Job summary

Essential Utilities, Inc. - Pittsburgh office seeks a Workforce Analyst to translate demand into staffing, training, and scheduling strategies that optimize resources and performance. The role supports multi-department contact center operations with forecasting, real-time management, and analytics.

You will develop 12-month training plans, maintain schedules, monitor intraday metrics, and provide actionable insights to leadership to improve customer and employee experiences.

Qualifications

• Bachelor's degree not required; strong operational experience accepted.
• Proficient in Excel with ability to analyze large datasets.
• Experience with contact center forecasting and scheduling tools.
• Familiar with WFM principles and performance metrics.

Responsibilities

• Develops short- and long-term contact demand and staffing forecasts.
• Translates forecasts into staffing, training, and scheduling plans.
• Maintains a rolling 12-month training schedule with leadership input.
• Creates and updates employee schedules; manages PTO and bids.
• Monitors real-time volume, adherence, occupancy; adjust plans.
• Reports on performance; provides insights to leadership.
• Partners with operations, QA, and Training to improve processes.
• Performs other duties as assigned.

Skills

Excel

Word

PowerPoint

Workforce mgmt

Communication

Education

High school diploma

Tools

Verint

NICE

Genesys

Five9

Calabrio

Job description

Essential Utilities, Inc. - Pittsburgh office seeks a Workforce Analyst to translate demand into staffing, training, and scheduling strategies that optimize resources and performance. The role supports multi-department contact center operations with forecasting, real-time management, and analytics.

You will develop 12-month training plans, maintain schedules, monitor intraday metrics, and provide actionable insights to leadership to improve customer and employee experiences.