Workforce Optimization Analyst

Central Hudson Gas & Electric; City of Poughkeepsie (NY); On-site; USD 54,000 - 152,000; Full time

Benefits offered by this job

Competitive compensation

Medical, Dental, and Vision insurance

401(k) Retirement Savings Plan with a

Life and Travel Insurance

Tuition Assistance

Wellness Reimbursement Program

Paid Holidays and Vacation

Job summary

Central Hudson Gas & Electric seeks a Workforce Management Business Analyst to collaborate with operations and leadership, analyzing workforce data and optimizing staffing strategies to improve efficiency and customer experience.

The role emphasizes forecasting, scheduling, and KPI reporting, with responsibilities including data-driven decision support and deployment of strategic technology initiatives in a contact center environment.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Business Analytics, Operations Management, Information Systems, or related field with experience as a business analyst or workforce management analyst.
• Strong analytical skills with proficiency in Excel, SQL, and data visualization tools like Power BI or Tableau.
• Excellent communication and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Valid driver’s license.

Responsibilities

• Analyzes and interprets workforce data including headcount, productivity, shrinkage, attrition, and service levels
• Supports capacity planning, scheduling, forecasting and scenario modeling to ensure optimal staffing levels and performance
• Translates business needs into workforce dashboards, reports and forecasting models to support data driven decision making
• Identifies trends, risks, and opportunities impacting workforce performance and presents them to management in clear formats
• Builds and maintains KPI reporting (daily, weekly, monthly)
• Evaluates current workforce processes and recommends enhancements to improve efficiency, service delivery and customer experience
• Approves, denies and updates time off requests, schedule updates, etc
• Leads and supports implementation of strategic technology initiatives—such as Call Sense AI, OSCC (Mitel), and OmniChannel evolution—focused on customer experience and cost reduction
• Drives standardization and optimization of OSCC queue management processes, while supporting supervisor reporting and real-time performance monitoring
• Provides support for storm restoration efforts

Skills

Excel

SQL

Power BI

Tableau

Communication

Education

Bachelor's degree or related field

Associates degree + 3 years experience

High school diploma + 5 years experience

Tools

Power BI

Tableau

Job description

Central Hudson Gas & Electric seeks a Workforce Management Business Analyst to collaborate with operations and leadership, analyzing workforce data and optimizing staffing strategies to improve efficiency and customer experience.

The role emphasizes forecasting, scheduling, and KPI reporting, with responsibilities including data-driven decision support and deployment of strategic technology initiatives in a contact center environment.