Workforce Analyst

Essential Utilities, Inc.•PA NORTH SHORE - 375, PA

1d•Onsite

About The Position

The Workforce Analyst supports multi-department contact center operations through strategic and tactical workforce planning, forecasting, scheduling, real-time management, and performance analytics. The role translates contact demand and business requirements into staffing, training, and scheduling strategies that optimize resources, support regulatory and company performance goals, and improve customer and employee experiences. Based in the company’s North Shore office in Pittsburgh, Pennsylvania, this position develops contact demand and staffing forecasts, creates staffing and training plans, schedules employees, monitors live operations, and analyzes performance. It also maintains and enhances reporting and analytics for customer service representative and team performance, providing management with actionable insights and recommendations.

Requirements

High school diploma or equivalent.
2–5 years of relevant experience.
Advanced proficiency in Microsoft Excel and proficiency with Microsoft Word and PowerPoint.
Strong knowledge of contact center workforce management principles, performance metrics, and reporting practices.
Experience with workforce management software with forecasting, scheduling, and real-time adherence capabilities, such as Verint, NICE, Genesys, Five9, Calabrio, or a comparable platform.
Advanced analytical and problem-solving skills, including the ability to organize, validate, interpret, and clearly explain complex data.
Strong written and verbal communication skills, including the ability to present findings and recommendations clearly and professionally to leadership and cross-functional partners.
Strong attention to detail, accuracy, organization, and time management.
Ability to manage competing priorities, adapt to changing business conditions, and exercise sound judgment in a fast-paced environment.
Ability to work independently and collaborate effectively with leadership and cross-functional partners.

Responsibilities

Develop and maintain short-term tactical and long-term strategic contact demand and staffing forecasts using historical trends, current performance, and anticipated workload changes to meet service-level and abandonment targets, regulatory requirements, and resource and cost-efficiency objectives.
Translate workforce forecasts into long-term staffing and training plans; maintain a rolling 12-month training schedule and advise Contact Center leadership, Human Resources, and Training on training-class timing, frequency, and size.
Update staffing and training plans based on actual contact volume, attrition, staffing changes, and training-class graduation rates.
Develop and maintain employee schedules aligned with forecasted demand, staffing requirements, and employee availability, including administering shift bids and PTO scheduling.
Realign shifts in response to seasonal contact volume, staffing changes, and evolving business needs.
Monitor real-time contact volume, staffing, schedule adherence, occupancy, and operational performance; conduct intraday re-forecasting and coordinate staffing, scheduling, and offline-activity adjustments.
Determine whether and when overtime is needed and direct overtime resources to appropriate contact channels based on forecasted demand, queue conditions, business priorities, and cost considerations.
Monitor and analyze contact center performance against corporate and departmental goals, identify trends, performance gaps, and underlying causes, and provide leadership with projected outcomes and recommended actions.
Own, maintain, and enhance reporting and analytics for CSR and team performance; identify individual and team-level trends, gaps, and improvement opportunities and provide management with actionable insights and reporting solutions.
Partner with the Director of Customer Operations Excellence, Contact Center leadership, Quality Assurance, and Training to strengthen workforce management, reporting, performance management, and training processes and tools.
Perform other assignments and related duties as required.