CES Workforce Management Analyst

UGI Corporation•Upper Merion Township, PA

44d

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 in line with contact volumes to achieve service-level goals and optimize resources. Using volume reports, the analyst builds short- and long-range frontline staffing schedules and accounts for 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 reduce risk. The position requires analytical ability to understand historical and current contact-volume activity, accurately forecast staffing needs, and create schedules that meet customer-service standards while managing staffing expenses. It also requires reliable, timely forecasting and reporting, advanced knowledge of Center staffing and contact volumes, and effective written and verbal communication about Center activity, staffing, and service levels.

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 a multi-skilled environment.
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.

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 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, data-integrity-focused reports to contact-center leadership and support teams.
Recommend overall plans for incoming and outgoing contacts and other activities, including appropriate activity timing, overtime recommendations, 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, including workforce planning, scheduling, service levels, staffing needs, future staffing plans, systems issues, and unresolved customer complaints, as applicable.
Recognize and recommend operational improvements.
Alert Center leadership when incoming contacts are not meeting response standards and provide solutions to mitigate risk.