Workforce Analyst

aquaamerica; United States; Vor Ort; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

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

Qualifikationen

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

Aufgaben

• 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.

Kenntnisse

Excel expertise

Forecasting

Real-time adherence

Reporting

Data analysis

Communication

Ausbildung

Highschool diploma or equivalent

Tools

Verint

NICE

Genesys

Five9

Calabrio

Jobbeschreibung

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.

We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.

Are you looking for a rewarding career at Peoples? We have a great opportunity for a Workforce Analyst based in our office on the North Shore in Pittsburgh, PA!

This role supports multi-department contact center operations through strategic and tactical workforce planning, forecasting, scheduling, real-time management, and performance analytics. The Workforce Analyst translates contact demand and business requirements into staffing, training, and scheduling strategies that optimize resources, support regulatory and company performance goals, and improve customer and employee experiences.

RESPONSIBILITIES AND DUTIES:

• 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. Determines whether and when overtime is needed and directs overtime resources to the appropriate contact channels based on forecasted demand, queue conditions, business priorities, and cost considerations.
• 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.

QUALIFICATIONS:

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

KNOWLEDGE, SKILLS AND ABILITIES:

• Advanced proficiency in Microsoft Excel and proficiency with Microsoft Word and PowerPoint.
• Strong knowledge of contact center workforce management principles, performance metrics, and reporting practices.
• Experience with workforce management software that includes forecasting, scheduling, and real‑time adherence capabilities, such as Verint, NICE, Genesys, Five9, Calabrio, or a comparable platform.
• Advanced analytical and problem‑solving skills, including the ability to organize, validate, interpret, and clearly explain complex data.
• Strong written and verbal communication skills, with the ability to present findings and recommendations clearly and professionally to leadership and cross‑functional partners.
• Strong attention to detail, accuracy, organization, and time management.
• Ability to manage competing priorities, adapt to changing business conditions, and exercise sound judgment in a fast‑paced environment.
• Ability t