Workforce Analytics Associate - Call Center Ops

City of Richmond, Virginia; Broad Run (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Virginia Retirement System (VRS)

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

The City of Richmond Department of Public Utilities seeks a qualified Management Analyst, Associate to support the Call Center Workforce Management function. The role analyzes staffing and demand, forecasts workloads, and aligns resources with service goals.

You will produce accurate forecasts, develop optimized schedules, monitor performance, and collaborate with supervisors and staff. Responsibilities include data entry, trend analysis, intraday adjustments, and maintaining WFM datasets.

Qualifications

• Bachelor's degree in business/public administration or field related to assignment
• Two years of paraprofessional experience in area related to assignment
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

Responsibilities

• Perform accurate data entry and maintain up-to-date information within internal systems, spreadsheets, and workforce management tools.
• Analyze call volume, staffing, and productivity data to identify trends, operational gaps, and improvement opportunities.
• Forecast labor demand using historical patterns, seasonal trends, and operational requirements.
• Develop, maintain, and adjust staffing schedules to ensure adequate coverage and alignment with service-level objectives.
• Manage time-away requests and off-phone activities through coordination with supervisors and clear communication of staffing impacts.
• Monitor real-time call center performance metrics and recommend intraday staffing or queue adjustments.
• Managing customer service levels while reducing business costs and improving the efficiency of the front-line workforce.
• Validate, update, and maintain datasets, databases, and WFM system inputs to ensure accuracy and consistency.
• Assist with developing, reviewing, and revising policies, procedures, and processing documentation.
• Provide training, support, and guidance to staff on WFM tools, reporting, and processes.
• Design and distribute reports that support decision-making across teams and leadership levels.
• Collaborate with supervisors, team leads, and other internal stakeholders to ensure data accuracy and shared understanding of workforce needs.

Skills

Analytical thinking

Data analysis

Communication

Teamwork

Independent work

Education

Bachelor's degree in business/public administration or field related to assignment

Tools

Microsoft Excel

Calabrio WFM

Job description

The City of Richmond Department of Public Utilities seeks a qualified Management Analyst, Associate to support the Call Center Workforce Management function. The role analyzes staffing and demand, forecasts workloads, and aligns resources with service goals.

You will produce accurate forecasts, develop optimized schedules, monitor performance, and collaborate with supervisors and staff. Responsibilities include data entry, trend analysis, intraday adjustments, and maintaining WFM datasets.