WFM Analyst Associate — Call Center Optimization

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 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