CES Workforce Management Analyst

UGI Corporation • Loomis, CA

2d • Hybrid

About The Position

The CES Workforce Management Analyst ensures CES centers have accurate staffing plans to meet customer volume needs, provide an excellent customer experience, achieve service-level goals, and optimize resources. The analyst proactively coordinates and adjusts staffing to align with contact volumes and uses volume reports to build short- and long-range frontline staffing schedules, incorporating events and other 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 reduce risk.

The position requires analytical ability to understand historical and current contact volumes and forecast staffing accurately, along with advanced knowledge of center staffing and contact volumes to produce timely, accurate forecasts and reports. The analyst communicates information about center activity, staffing, and customer service levels to leaders and support teams.

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 at least 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 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 to optimize customer response and wait times while minimizing staffing expenses.
• Build and maintain statistical contact-handling and ad hoc reports using various data sources to communicate key performance indicators.
• Analyze and investigate contact-center and frontline performance trends, and present high-quality reports with strong data integrity to contact-center leadership and support teams.
• Recommend overall planning for incoming and outgoing contacts and other activities, including appropriate timing, overtime recommendations, 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, including workforce planning, scheduling, service levels, staffing needs, future staffing plans, system 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.

Benefits

• Medical, dental, and vision coverage.
• Flexible spending and health savings accounts for benefits-eligible employees.
• 401(k) retirement savings plan.
• Parental leave, military leave, vacation/paid time off, sick leave in compliance with state law as applicable, and paid holidays.
• Disability coverage.
• Potential eligibility for a performance-based bonus or commissions, depending on position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level