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Workforce Management Analyst (#4211)
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| Employment@atmosenergy.com |
| Workforce Management Analyst |
| Waco, TX |
BASIC FUNCTION:
Senior level position responsible for performing the duties and activities related to the workforce management function, including monitoring, maintaining and tracking real time call volume.
PRIMARY DUTIES/RESPONSIBILITIES:
1. Responsible for daily analysis of call volumes, monitoring and adjusting staff resources to meet inbound demands and performance goals.
2. Utilizes forecasting tools to assist with analyzing real time staffing requirements needed to meet service level objectives including offering of overtime and voluntary time off.
3. Works with contact center management and leadership to support the contact center as well as adhere to departmental standards and goals.
4. Responsible for making real time forecasting and scheduling decisions to ensure that the Contact Center service level goals are met.
5. Approves time off requests for the contact center representatives. Works with leadership and managers for exceptions to time off requests.
6. Maintain and update employee status changes with in the workforce management system.
7. Ensures optimal resource planning, scheduling and identifying new schedule methods, strategies and opportunities.
8. Prepares updates and creates necessary reports to ensure contact center goals and objectives are accomplished.
9. Serves as a subject matter expert and work force management liaison for the operations and leadership teams to ensure consistent business goals are achieved.
10. Analyzes and closely monitors the implementation of newly created or changed call routing strategies, and the impacts to the business.
11. Performs other related duties as required.
MINIMUM REQUIREMENTS:
EDUCATIONAL/EXPERIENCE LEVEL:
1. Bachelor's degree in Business Administration or a related field and three years of progressively responsible related experience; or
2. A general educational knowledge normally acquired through a high school diploma or a General Equivalency Diploma (GED) and five years of progressively responsible related experience.
COMMUNICATION SKILLS:
Requires the ability to communicate with internal and/or external customers in order to obtain and/or provide explanations and/or information on technical concepts to individuals with little or no background and/or individuals who are experienced and knowledgeable in the area under discussion.
NUMERIC SKILLS:
Requires the ability to perform analyses involving ratios, percentages and complex statistical methods.
COMPUTER SKILLS:
Requires advanced knowledge of various software applications to create complex documents, reports and/or graphics.
WORK CONDITIONS:
Works in an indoor environment.
Requires occasionally performing activities including, but not limited to, bending, stooping, grasping, reaching, twisting, turning and/or lifting.
OTHER INFORMATION:
This position is subject to shift work.
RESUME SUBMISSION INFORMATION:
Email: Employment-WacoCSC@atmosenergy.com
Mailing Address:
Atmos Energy Corporation
Attn: Human Resources
1400 W. Loop 340
Waco, TX 76712
An Equal Opportunity/Affirmative Action Employer, M/F/D/V
Atmos Energy Corporation endeavors to make www.atmosenergy.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the HR Coordinator at mark.coffman@atmosenergy.com
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