Management Analyst, Associate - Workforce Management (Call Center)

City of Richmond•730 East Broad Street, VA

9h•Onsite

About The Position

The City of Richmond Department of Public Utilities is seeking a qualified candidate to fill the Management Analyst, Associate position in Customer Service Call Center Division. The Management Analyst Associate supports the call center’s Workforce Management (WFM) function by analyzing staffing and operational data, forecasting demand, and ensuring workforce resources align with service level and productivity goals. This role contributes to both short-term and long-term planning by producing accurate forecasts, developing optimized schedules, monitoring intraday performance, and collaborating closely with team members and supervisors.

Requirements

Bachelor's degree in business/public administration or field related to assignment
Two years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
Strong analytical and quantitative skills with the ability to interpret complex datasets.
High attention to detail and accuracy in data-heavy tasks.
Effective communicator with the ability to explain technical concepts in clear, accessible language.
Strong teamwork skills; able to collaborate with colleagues at all levels and build positive working relationships.
Ability to work independently, manage priorities, and meet deadlines in a fast-paced environment.
Proficiency in Microsoft Excel and familiarity with workforce management systems and reporting tools.
Experience maintaining databases or working with large data systems preferred.
Strong technical writing skills and experience developing documentation.

Nice To Haves

Bachelor's degree in business/public administration or field related to assignment
Two-three years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis and field service order completion
Two or more years of customer service/call center/administrative experience
Experience with Calabrio WFM is a plus.

Responsibilities

Perform accurate data entry and maintain up-to-date information within internal systems, spreadsheets, and workforce management tools.
Analyze call volume, staffing, and productivity data to identify trends, operational gaps, and improvement opportunities.
Forecast labor demand using historical patterns, seasonal trends, and operational requirements.
Develop, maintain, and adjust staffing schedules to ensure adequate coverage and alignment with service-level objectives.
Manage time-away requests and off-phone activities through coordination with supervisors and clear communication of staffing impacts.
Monitor real-time call center performance metrics and recommend intraday staffing or queue adjustments.
Managing customer service levels while reducing business costs and improving the efficiency of the front-line workforce.
Validate, update, and maintain datasets, databases, and WFM system inputs to ensure accuracy and consistency.
Assist with developing, reviewing, and revising policies, procedures, and processing documentation.
Provide training, support, and guidance to staff on WFM tools, reporting, and processes.
Design and distribute reports that support decision-making across teams and leadership levels.
Collaborate with supervisors, team leads, and other internal stakeholders to ensure data accuracy and shared understanding of workforce needs.