CES Workforce Management Analyst - 30699

AmeriGas AmeriGas is a Drug Free Workplace. Candidates must be able to pass a pre-employment drug screen and a criminal background check. AmeriGas is an Equal Opportunity Employer. Location: King Of Prussia, PA, US, 19406 Workplace Environment: Hybrid Company: AmeriGas Propane, Inc. Requisition Number: 30699 When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation's premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States. Posting Job Summary: Ensures the CES centers have accurate staffing plans to meet customer volume needs and ensure an excellent experience. The WFM Analysts proactively coordinates and adjusts staffing to align with contact volumes in a timely manner, achieving service level goals and optimizing resources. The WFM analyst utilizes volume reports to build short- and long-range frontline staffing schedules, identifying and incorporating events/factors that will impact contact volumes. The WFM Analyst has primary responsibility for alerting Center leadership when incoming contacts are not meeting response standards and provides solutions to mitigate the risk. Key Characteristics: Analytical ??? Requires the ability to understand the historical and current contact volume activity levels to accurately forecast required staffing and frontline schedules that meet both customer service standards and manage staffing expenses. Accuracy ??? Requires advanced knowledge of Center staffing and contact volumes. Must reliably produce accurate forecasting and reporting in a timely manner. Communication ??? Ability to effectively convey information in both written and verbal form, regarding Center activity, staffing, and customer service levels Duties and 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 View the full job description on the employer's website. Equal employment opportunity, including veterans and individuals with disabilities. PI287344520 / 13-1111.00 Management Analysts