CES Workforce Management Analyst

UGI Corporation • Upper Merion Township, PA

2d • Hybrid

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 role builds short- and long-range frontline staffing schedules and accounts for events or other factors that may affect contact volumes. The analyst alerts Center leadership when incoming contacts are not meeting response standards and recommends ways to mitigate the risk.

The position monitors and forecasts contact volumes, creates and maintains staffing schedules and performance reports, and analyzes contact-center and frontline performance trends. It provides workforce-planning recommendations for incoming and outgoing contacts, activities, overtime, and vacation availability. The analyst also communicates operational performance, staffing needs, systems issues, and unresolved customer complaints to leadership, while identifying opportunities for improvement.

The role requires a bachelor’s degree or equivalent business experience, workforce-planning certification or at least four years of capacity-planning experience, experience with a workforce-management system, and contact-center or multi-skilled-environment experience. Strong Microsoft Office skills, particularly Excel and Access, are required; SQL and Crystal reporting expertise are preferred. The posting indicates a hybrid work arrangement and a salary range of $75,000 to $75,000.

Requirements

• 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.
• Strong Microsoft Office expertise, specifically Excel and Access.
• Analytical forecasting ability and strong written and verbal communication skills.
• Ability to work with a large volume of employees at all levels.

Nice To Haves

• SQL and Crystal reporting expertise.
• WFM 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.
• Create daily and monthly staffing schedules and adjust staffing plans as needed 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.
• Analyze and investigate contact-center and frontline performance trends, and present reports to contact-center leadership and support teams with high standards of quality and data integrity.
• Recommend workforce planning for incoming and outgoing contacts and other activities, including appropriate activity timing, overtime, and vacation-calendar availability.
• Maintain databases and report data-integrity concerns to leadership in a timely manner.
• Keep leadership informed and produce management reports on contact-center activity, workforce planning, scheduling, service levels, staffing needs, future staffing plans, systems issues, and unresolved customer complaints.
• Alert Center leadership when incoming contacts are not meeting response standards and provide solutions to mitigate risk.
• Recognize and recommend operational improvements.

Benefits

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

What This Job Offers

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