Management Analyst, Associate - Workforce Management (Call Center)

City of Richmond; Richmond (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

The City of Richmond Department of Public Utilities seeks a Management Analyst, Associate to support the Call Center's Workforce Management function. The role analyzes staffing and operational data, forecasts demand, and aligns resources with service level goals, contributing to short- and long-term planning through accurate forecasts and optimized schedules.

The position collaborates with supervisors and staff, maintains data integrity, and develops reports that inform decisions across teams

Qualifications

• Bachelor's degree in business/public administration or related field.
• Two years paraprofessional experience in program administration or management analysis.
• Equivalent combination of training and experience may be accepted.

Responsibilities

• Analyze call volume, staffing, and productivity data to identify trends and opportunities.
• Forecast labor demand using historical patterns and operational requirements.
• Develop and maintain staffing schedules to meet service-level objectives.
• Manage time-away requests and communicate staffing impacts.
• Monitor real-time performance and adjust staffing or queues as needed.
• Maintain datasets and WFM system inputs for accuracy and consistency.
• Design and distribute reports to support decision-making across teams and leadership.

Skills

Data analysis

Forecasting

Workforce management

Excel

Attention to detail

Communication

Teamwork

Documentation

Education

Bachelor's degree in business/public administration

Tools

Microsoft Excel

Calabrio WFM

Job description

The City of Richmond Department of Public Utilities is seeking a qualified candidate to fill the Management Analyst, Associate position in Customer Service Call Center Division.The Management Analyst Associate supports the call center’s Workforce Management (WFM) function by analyzing staffing and operational data, forecasting demand, and ensuring workforce resources align with service level and productivity goals. This role contributes to both short-term and long-term planning by producing accurate forecasts, developing optimized schedules, monitoring intraday performance, and collaborating closely with team members and supervisors.

• Perform accurate data entry and maintain up-to-date information within internal systems, spreadsheets, and workforce management tools.
• 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.
• Manage time-away requests and off-phone activities through coordination with supervisors and clear communication of staffing impacts.
• Monitor real-time call center performance metrics and recommend intraday staffing or queue adjustments.
• Managing customer service levels while reducing business costs and improving the efficiency of the front-line workforce;
• Validate, update, and maintain datasets, databases, and WFM system inputs to ensure accuracy and consistency.
• Assist with developing, reviewing, and revising policies, procedures, and processing documentation.
• Provide training, support, and guidance to staff on WFM tools, reporting, and processes.
• Design and distribute reports that support decision-making across teams and leadership levels.
• Collaborate with supervisors, team leads, and other internal stakeholders to ensure data accuracy and shared understanding of workforce needs.

This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

This individual may be required to work nights, weekends, holidays or on call as needed.

MINIMUM TRAINING AND EXPERIENCE:

• 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
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

PREFERRED QUALIFICATIONS:

• Bachelor's degree in business/public administration or field related to assignment;
• Two-three years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis and field service order completion;
• Two or more years of customer service/call center/administrative experience

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

• Some assignments may require a valid Driver's License with a satisfactory driving record, and a valid Commonwealth of Virginia Driver's License within 30 days of hire.

KNOWLEDGE, SKILLS, AND ABILITIES:

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

• Strong analytical and quantitative skills with the ability to interpret complex datasets.
• High attention to detail and accuracy in data-heavy tasks.
• Effective communicator with the ability to explain technical concepts in clear, accessible language.
• Strong teamwork skills; able to collaborate with colleagues at all levels and build positive working relationships.
• Ability to work independently, manage priorities, and meet deadlines in a fast-paced environment.
• Proficiency in Microsoft Excel and familiarity with workforce management systems and reporting tools.
• Experience maintaining databases or working with large data systems preferred.
• Strong technical writing skills and experience developing documentation.
• Experience with Calabrio WFM is a plus.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS:

Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

Physical Requirements and Working Environment:

Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, and see; frequently reach and perform repetitive motions; and occasionally stoop, kneel, crouch, stand, walk, push, pull, lift, finger, grasp, and feel. The working conditions may not include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.