Strategic Workforce Analyst - Contact Center Forecasting

Aqua America, Inc.; Pittsburgh (Allegheny County); Vor Ort; USD 55.000 - 75.000; Vollzeit

Zusammenfassung

Essential Utilities, Inc. in Pittsburgh, PA, is seeking a Workforce Analyst to support multi-department contact center operations through strategic and tactical workforce planning, forecasting, scheduling, real-time management, and performance analytics.

The role translates contact demand into staffing and training, develops a rolling training schedule, monitors intraday performance, and provides leadership with actionable insights to improve customer and employee experiences.

Qualifikationen

• 2-5 years of relevant experience

Aufgaben

• Develops and maintains contact demand and staffing forecasts to meet service targets.
• Translates forecasts into staffing and training plans.
• Maintains rolling 12-month training schedule and advises leadership on training sizing.
• Updates the plan based on actual contact volume, attrition, staffing changes, and training graduation rates.
• Develops and maintains employee schedules aligned with forecasted demand and availability, including shift bids and PTO scheduling.
• Monitors real-time contact volume, staffing, schedule adherence and performance; conducts intraday re-forecasting.
• Determines overtime needs and allocates overtime resources to channels based on demand and priorities.
• Monitors and analyzes performance against goals, identifying trends and gaps.
• Owns, maintains, and enhances reporting and analytics for CSR and team performance.
• Partners with leadership to strengthen workforce management processes and tools.

Kenntnisse

Excel proficiency

Workforce management

Data analysis

Communication skills

Time management

Ausbildung

Highschool diploma or equivalent

Tools

Verint

NICE

Genesys

Five9

Calabrio

Jobbeschreibung

Essential Utilities, Inc. in Pittsburgh, PA, is seeking a Workforce Analyst to support multi-department contact center operations through strategic and tactical workforce planning, forecasting, scheduling, real-time management, and performance analytics.

The role translates contact demand into staffing and training, develops a rolling training schedule, monitors intraday performance, and provides leadership with actionable insights to improve customer and employee experiences.