Strategic Workforce Analyst, Contact Center

Aqua, Inc.; Pittsburgh (Allegheny County); Presencial; USD 65 000 - 90 000; Tempo integral

Resumo da oferta

Essential Utilities, Inc. in Pittsburgh, PA is seeking a Workforce Analyst to support multi-department contact center operations. You will forecast demand, develop staffing plans, and translate requirements into scheduling strategies to meet service-level and cost objectives.

You will monitor real-time performance, analyze trends, and deliver actionable insights to leadership while coordinating with HR, Training, and Contact Center teams to optimize resources and maintain customer satisfaction.

Qualificações

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

Responsabilidades

• Develops and maintains short-term tactical and long-term strategic contact demand and staffing forecasts using historical trends, current performance, and anticipated workload changes to meet internal service-level and abandonment targets, applicable Public Utility Commission requirements, and resource and cost-efficiency objectives.
• Translates workforce forecasts into long-term staffing and training plans. Develops and maintains a rolling 12-month training schedule and advises Contact Center leadership, Human Resources, and Training on the timing, frequency, and size of training classes needed to maintain service-level performance. Updates the plan based on actual contact volume, attrition, staffing changes, and training-class graduation rates.
• Develops and maintains employee schedules aligned with forecasted demand, staffing requirements, and employee availability, including administering shift bids and PTO scheduling and realigning shifts in response to seasonal contact volume, staffing changes, and evolving business needs.
• Monitors real-time contact volume, staffing, schedule adherence, occupancy, and operational performance; conducts intraday re-forecasting; and coordinates staffing, scheduling, and offline-activity adjustments to maximize resource efficiency and achieve service-level and abandonment objectives.
• Monitors and analyzes contact center performance against corporate and departmental goals, including service-level and abandonment targets. Identifies trends, performance gaps, and underlying causes and provides leadership with projected outcomes and recommended actions.
• Owns, maintains, and enhances reporting and analytics for CSR and team performance. Develops a deep understanding of performance results to identify individual and team-level trends, gaps, and improvement opportunities that affect contact center goals, and provides management with actionable insights and reporting solutions that deliver business value.
• Partners with the Director of Customer Operations Excellence, Contact Center leadership, Quality Assurance, and Training to strengthen workforce management, reporting, performance management, and training processes and tools.
• Performs other assignments and related duties as required.

Conhecimentos

Excel

Word

PowerPoint

Workforce management

Forecasting

Analytics

Communication

Time management

Formação académica

Highschool diploma

Ferramentas

Verint

NICE

Genesys

Five9

Calabrio

Descrição da oferta de emprego

Essential Utilities, Inc. in Pittsburgh, PA is seeking a Workforce Analyst to support multi-department contact center operations. You will forecast demand, develop staffing plans, and translate requirements into scheduling strategies to meet service-level and cost objectives.

You will monitor real-time performance, analyze trends, and deliver actionable insights to leadership while coordinating with HR, Training, and Contact Center teams to optimize resources and maintain customer satisfaction.