Strategic Contact Center Workforce Planner

aquaamerica; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Essential Utilities, Inc. is seeking a Workforce Analyst to support multi-department contact center operations from the North Shore office in Pittsburgh, PA.

The role focuses on strategic and tactical workforce planning, forecasting, scheduling, real-time management, and performance analytics to optimize resources and improve customer and employee experiences. The candidate will translate contact demand into staffing strategies, maintain training plans, monitor performance, and provide

Qualifications

• Highschool diploma or equivalent.
• 2-5 years of relevant experience.

Responsibilities

• Develops and maintains contact demand and staffing forecasts to meet service-level targets and regulatory requirements.
• Translates forecasts into staffing and training plans, maintains rolling 12-month training schedule.
• Creates and maintains employee schedules, administers shift bids and PTO scheduling.
• Monitors real-time volume, staffing, adherence, and performance; adjusts as needed to maximize efficiency.
• Owns reporting and analytics for CSR and team performance; provides actionable insights.

Skills

Excel expertise

Forecasting

Real-time adherence

Reporting

Data analysis

Communication

Education

Highschool diploma or equivalent

Tools

Verint

NICE

Genesys

Five9

Calabrio

Job description

Essential Utilities, Inc. is seeking a Workforce Analyst to support multi-department contact center operations from the North Shore office in Pittsburgh, PA.

The role focuses on strategic and tactical workforce planning, forecasting, scheduling, real-time management, and performance analytics to optimize resources and improve customer and employee experiences. The candidate will translate contact demand into staffing strategies, maintain training plans, monitor performance, and provide