Workforce Analyst / Call Center Operations

At Aqua, we know that water is a precious resource ? one that plays a critical role in sustaining life. That's why we take seriously our mission: protecting and providing Earth's most essential resource. At Aqua, we are guided by a set of principles that embody the character of our company and inspire our work together. They are embedded within our business practices and our behavior. We are proud to be united by integrity, respect and the pursuit of excellence to be the best we can be for the customers and communities we serve.
Together, the women and men of Aqua America serve 1 million customers across eight states. Aqua uses science, technology, capital investments, and amazing talent to provide communities with clean, safe drinking water and responsibly return wastewater to our rivers and streams. Join our team and make a difference!
Are you looking for a fantastic career at Aqua? We have a great opportunity for a Workforce Analyst. This role is under the direction of the Workforce Manager is responsible for the daily efforts to provide an exceptional customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations.
Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet daily production requirements.
Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center.
Analyzes trends such as call volume, AHT and attendance to understand and plan for potential over staffing/under staffing conditions; adjusts plans prior to and/or same day based on the ability of the call center to attain appropriate performance results.
Provide real-time monitoring via available tools (Avaya CMS Supervisor, ShiftTrack etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives.
Responsible for balancing service level and abandonment rate goals with cost efficiencies through agent occupancy management.
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Compare actual results to forecasted results, identifying opportunities for improvement.
Collaborate with Workforce Manager to identify area of opportunity in forecasting and scheduling process
Provide daily/intra-day performance reports and status to leadership.
Other related duties as assigned.
Create a positive work environment that fosters successful team performance
Build skill sets and continue to develop proficiency of the department's systems and applications.
Performs other tasks or duties as assigned.
Bachelor's Degree.
Minimum of three years experience in a contact center.
Proficient working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.).
Ability to organize/analyze data in a structured manner. Experience with WFM software (ShiftTrack, Verint/Blue Pumpkin, IEX, eWFM, etc.) that includes real-time adherence is preferred.
Experience in the ability to provide real-time and proactive solutions to workforce challenges.
Advanced spreadsheet and database management skills.
Advanced analytical, organizational and interpersonal skills with attention to detail, accuracy and time management.
Good understanding of call center management systems and principles of scheduling.
Excellent communication skills, both oral and written.
Proficiency with various software applications such as Microsoft Office and workforce management tools.
Must possess effective organizational skills and time management skills with the ability to work on several projects simultaneously.
Must be able to respond quickly and intelligently in a fast paced environment, making accurate decisions under pressure.
Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
REPORTING LEVEL: Workforce Manager
Aqua America, 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.

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