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AmeriGas · 6 hours ago

CES Workforce Management Analyst

Independence, OH

Full-time

Hybrid

Mid Level

$62K/yr - $75K/yr

4+ years exp

AmeriGas is the nation’s premier propane company, serving over 1.5 million customers. The CES Workforce Management Analyst ensures accurate staffing plans to meet customer volume needs and coordinates staffing adjustments to align with contact volumes, achieving service level goals.

FinanceInformation Technology

Responsibilities

Call Center Forecasting – Responsible for monitoring contact volumes and building statistical databases that leverage historical contact volume, handle time and shrinkage information to create daily and monthly staffing schedules. Adjusts the staffing plans and schedules as needed to optimize customer response and wait times while minimizing staffing expenses

Contact Center Performance Reports – Builds and maintains statistical contact handling reports and other ad hoc reports leveraging various data sources to communicate the various key performance indicators. Analyzes and investigates contact center and frontline performance trends. Presents reports for contact center leadership and support teams that meets high standards of quality and data integrity

Workforce Management of Contact Center Activities – Provides recommendations for the overall planning needed for incoming and outgoing contacts as well as other activities. This includes determining the appropriate times for various activities, overtime recommendations, and vacation calendar availability. Maintains databases and reports concerns with data integrity to leadership timely

Communications - Keeps leadership informed and produces management reports on contact center activity which may include workforce planning, scheduling, service levels, staffing needs, future staff planning, systems issues and unresolved customer complaints. Recognizes and recommends operational improvements

Qualification

Workforce Planning CertificationAnalytical ForecastingWFM System ExperienceM/S Office ExcelM/S Office AccessSQLCrystal ReportingExperience in Contact CenterCommunication Skills