Workforce Management Analyst

Workforce Management Analyst

Our Task Automation & Data Analytics team supports the contact center by turning data into actionable information. Using data from customer service systems, workforce management tools, and other business applications, our team helps leaders make informed decisions, improve processes, and identify opportunities to better serve our customers. As a Workforce Management Analyst, you'll support daily staffing and operational needs of our contact center. This role works closely with supervisors, analysts, and customer service teams to ensure staffing aligns with customer demand, service levels are met, and workforce data is accurate and meaningful. Furthermore, this position helps develop reporting, identify trends, and support automation and process improvement efforts.

What Else Will You be Doing?

• Developing, automating, and analyzing workforce management and productivity reports, including staffing, call volume, service levels, response times, average handle time, shrinkage, and agent productivity
• Monitoring intraday performance and coordinating schedule adjustments, overtime, time off requests, training, and meetings to maintain appropriate staffing levels
• Presenting data findings, trends, and recommendations to leadership
• Participating in special projects involving process improvement, performance measurement, and operational planning
• Assisting with call, chat, email, and back-office work routing strategies to improve efficiency and customer experience
• Supporting and enhancing reporting from our natural language understanding (NLU) voice transcription platform
• Partnering with supervisors, analysts, Human Resources, Training, and customer service representatives to understand upcoming business changes and workforce impacts

Who You Are

• Experience with data analysis, reporting, and dashboard development, preferably in a customer service or contact center environment
• Ability to work with large datasets and translating findings into practical recommendations
• Ability to identify trends, solve problems, and balance competing priorities
• Ability to communicate data findings effectively to technical and non-technical audiences
• Proficient in Microsoft Excel and data reporting tools
• Strong attention to detail and an interest in finding opportunities to improve processes through automation and data-driven decision making

Physical Requirements and Working Conditions

Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary work. Even though the weight lifted may be of only negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those is negligible. Positions in this class typically require talking, hearing, seeing and repetitive motions within an office working environment.

Our Commitment to Our Employees

Our people are the heart and soul of Colorado Springs Utilities. They keep the lights on, gas flowing, water coming in, and wastewater leaving. We don't just say people are important – we prove it! That's why we are honored to invest in protecting the health and financial security of our employees and their families through our rich benefits program.

Time Off to Recharge

• Vacation – Start with 13 days annually, increasing to 24 days with tenure
• Personal Leave –3 days per year
• Paid Holidays –12 paid holidays per year
• Sick Leave – 12 days per year for personal or family health needs
• Vacation Buy – Option to purchase up to 40 additional hours annually

Health & Wellness – Benefits elected are effective the first of the following month

• Medical Plans: Three comprehensive options, including a $0 premium High-Deductible Health Plan (HDHP) with Health Savings Account (HSA) eligibility
• Zero Health: Access to hundreds of medical services at no cost
• Dental & Vision: Two dental plans and one vision plan
• Family Building-Benefits: Support for fertility, preservation, adoption, and surrogacy
• Wellness Program: A voluntary program that rewards you for prioritizing self-care! If you're enrolled in a our medical plan, you and your spouse can earn up to $600 in HRA or HSA contributions by completing healthy activities
• Flexible Spending Accounts (FSA): Pre-tax contributions for healthcare and dependent care expenses
• Health Savings Account (HSA): Available with HDHP

Financial & Retirement Security

• Pension Plan: Colorado PERA provides retirement benefits and peace of mind
• Supplemental Retirement Plans: PERAPlus 401(k), MissionSquare Roth IRA, and 457 plans
• Disability Coverage: Short-Term and Long-Term Disability insurance available
• Life Insurance: Employer-paid coverage with optional supplemental plans

Additional Support

• Employee Assistance Program (EAP): Confidential support for mental health, stress, legal, financial, and work-life balance
• Tuition Reimbursement: Up to $5,250 annually to support continued education
• Public Service Loan Forgiveness: As a qualifying employer, your student loan payments may be eligible for loan forgiveness