Workforce Management Analyst: Contact Center Forecasting

AmeriGas; King of Prussia (PA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

AmeriGas Propane, Inc. in King of Prussia, PA seeks a Workforce Management (WFM) Analyst to forecast staffing and build frontline schedules based on volume data. The role supports center leadership with performance reports and optimization recommendations to meet service levels while controlling costs.

The position requires a degree in business, WFM system experience, and strong Excel/Access/SQL/Crystal skills; hybrid work arrangement offered.

Qualifications

• Bachelor's degree in business or equivalent required.
• Workforce Planning Certification or 4+ years in capacity planning.
• Experience with a Workforce Management system including real time scheduling/adherence.
• Experience in a contact center and/or multi-skilled environment.
• Proficient in Excel, Access, SQL and Crystal reporting; strong forecasting skills.

Responsibilities

• Monitor contact volumes and build staffing schedules based on historical data.
• Produce and analyze workforce performance reports for leadership.
• Recommend workforce planning and scheduling improvements.
• Communicate findings and insights to center leadership to optimize service levels.

Skills

Excel & Access

SQL

Crystal Reports

Forecasting

Communication

Education

Bachelor's degree in business

Workforce Planning Certification

Tools

WFM system experience

Job description

AmeriGas Propane, Inc. in King of Prussia, PA seeks a Workforce Management (WFM) Analyst to forecast staffing and build frontline schedules based on volume data. The role supports center leadership with performance reports and optimization recommendations to meet service levels while controlling costs.

The position requires a degree in business, WFM system experience, and strong Excel/Access/SQL/Crystal skills; hybrid work arrangement offered.