RESPONSIBILITIES AND DUTIES
Develops and maintains short-term tactical and long-term strategic contact demand and staffing forecasts using historical trends, current performance, and anticipated workload changes to meet internal service-level and abandonment targets, applicable Public Utility Commission requirements, and resource and cost-efficiency objectives.
Translates workforce forecasts into long-term staffing and training plans. Develops and maintains a rolling 12-month training schedule and advises Contact Center leadership, Human Resources, and Training on the timing, frequency, and size of training classes needed to maintain service-level performance. Updates the plan based on actual contact volume, attrition, staffing changes, and training-class graduation rates.
Develops and maintains employee schedules aligned with forecasted demand, staffing requirements, and employee availability, including administering shift bids and PTO scheduling and realigning shifts in response to seasonal contact volume, staffing changes, and evolving business needs.
Monitors real-time contact volume, staffing, schedule adherence, occupancy, and operational performance; conducts intraday re-forecasting; and coordinates staffing, scheduling, and offline-activity adjustments to maximize resource efficiency and achieve service-level and abandonment objectives. Determines whether and when overtime is needed and directs overtime resources to the appropriate contact channels based on forecasted demand, queue conditions, business priorities, and cost considerations.
Monitors and analyzes contact center performance against corporate and departmental goals, including service-level and abandonment targets. Identifies trends, performance gaps, and underlying causes and provides leadership with projected outcomes and recommended actions.
Owns, maintains, and enhances reporting and analytics for CSR and team performance. Develops a deep understanding of performance results to identify individual and team-level trends, gaps, and improvement opportunities that affect contact center goals, and provides management with actionable insights and reporting solutions that deliver business value.
Partners 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.
Performs other assignments and related duties as required.
QUALIFICATIONS
Highschool diploma or equivalent
2-5 years of relevant experience
KNOWLEDGE, SKILLS AND ABILITIES
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 that includes 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, with 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.
Essential Utilities, Inc., is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.
Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).
To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:
Family members cannot result in a supervisor/subordinate reporting relationship
Family members cannot work in the same department.
