CES Workforce Management Analyst

UGI Corporation•Seven Hills, OH

15d

About The Position

The CES Workforce Management Analyst ensures CES centers have accurate staffing plans to meet customer volume needs and deliver an excellent customer experience. The analyst proactively coordinates and adjusts staffing to align with contact volumes, achieve service-level goals, and optimize resources. Using volume reports, the analyst builds short- and long-range frontline staffing schedules and identifies events or factors that may affect contact volumes. The role is primarily responsible for alerting Center leadership when incoming contacts are not meeting response standards and recommending solutions to mitigate risk. The position requires analytical ability to understand historical and current contact-volume activity, accurate and timely forecasting and reporting, and effective written and verbal communication about center activity, staffing, and customer service levels. It builds and maintains contact-handling and other performance reports, analyzes performance trends, and communicates key performance indicators to contact-center leadership and support teams. The analyst also recommends plans for incoming and outgoing contacts and other activities, including activity timing, overtime recommendations, and vacation-calendar availability. The role maintains databases, promptly reports data-integrity concerns, keeps leadership informed about workforce planning, schedules, service levels, staffing needs, systems issues, and unresolved customer complaints, and recommends operational improvements.

Requirements

Strong Microsoft Office expertise, specifically Excel and Access.
Analytical forecasting ability and strong communication skills.
Enjoy working with a large volume of employees at all levels.
Bachelor’s degree or equivalent experience in business.
Workforce Planning Certification or 4+ years of experience in a capacity-planning role.
Demonstrated experience with a workforce management system, including real-time scheduling and adherence.
Experience working in a contact center and/or a multi-skilled environment.

Nice To Haves

SQL and Crystal reporting expertise.
Workforce management platform implementation or administration experience, such as Calabrio, NICE, or Verint.

Responsibilities

Monitor contact volumes and build statistical databases using historical contact volume, handle-time, and shrinkage information to create daily and monthly staffing schedules.
Adjust staffing plans and schedules as needed to optimize customer response and wait times while minimizing staffing expenses.
Build and maintain statistical contact-handling reports and ad hoc reports using various data sources to communicate key performance indicators.
Analyze and investigate contact-center and frontline performance trends.
Present high-quality reports with reliable data integrity to contact-center leadership and support teams.
Recommend plans for incoming and outgoing contacts and other activities, including appropriate activity timing, overtime, and vacation-calendar availability.
Maintain databases and promptly report data-integrity concerns to leadership.
Keep leadership informed and produce management reports on contact-center activity, workforce planning, scheduling, service levels, staffing needs, future staff planning, systems issues, and unresolved customer complaints.
Recognize and recommend operational improvements.
Alert Center leadership when incoming contacts are not meeting response standards and provide solutions to mitigate risk.