Call Center Workforce Management Analyst Jobs (NOW HIRING)

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We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements: Virginia Retirement System (VRS) Language Incentive Referral Bonus Tuition Assistance Program Description The City of Richmond Department of Public Utilities is seeking a qualified candidate to fill the Management Analyst, Associate position in Customer Service Call Center Division.The Management Analyst Associate supports the call center's Workforce Management (WFM) function by analyzing staffing and operational data, forecasting demand, and ensuring workforce resources align with service level and productivity goals. This role contributes to both short-term and long-term planning by producing accurate forecasts, developing optimized schedules, monitoring intraday performance, and collaborating closely with team members and supervisors

Duties include but are not limited to Perform accurate data entry and maintain up-to-date information within internal systems, spreadsheets, and workforce management tools. Analyze call volume, staffing, and productivity data to identify trends, operational gaps, and improvement opportunities. Forecast labor demand using historical patterns, seasonal trends, and operational requirements.

Develop, maintain, and adjust staffing schedules to ensure adequate coverage and alignment with service-level objectives. Manage time-away requests and off-phone activities through coordination with supervisors and clear communication of staffing impacts. Monitor real-time call center performance metrics and recommend intraday staffing or queue adjustments.

Managing customer service levels while reducing business costs and improving the efficiency of the front-line workforce; Validate, update, and maintain datasets, databases, and WFM system inputs to ensure accuracy and consistency. Assist with developing, reviewing, and revising policies, procedures, and processing documentation. Provide training, support, and guidance to staff on WFM tools, reporting, and processes.

Design and distribute reports that support decision-making across teams and leadership levels. Collaborate with supervisors, team leads, and other internal stakeholders to ensure data accuracy and shared understanding of workforce needs. This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

This individual may be required to work nights, weekends, holidays or on call as needed. Qualifications, Special Certifications and Licenses MINIMUM TRAINING AND EXPERIENCE: Bachelor's degree in business/public administration or field related to assignment Two years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification PREFERRED QUALIFICATIONS: Bachelor's degree in business/public administration or field related to assignment; Two-three years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis and field service order completion; Two or more years of customer service/call center/administrative experience LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS: Some assignments may require a valid Driver's License with a satisfactory driving record, and a valid Commonwealth of Virginia Driver's License within 30 days of hire. KNOWLEDGE, SKILLS, AND ABILITIES: TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Strong analytical and quantitative skills with the ability to interpret complex datasets. High attention to detail and accuracy in data-heavy tasks. Effective communicator with the ability to explain technical concepts in clear, accessible language.

Strong teamwork skills; able to collaborate with colleagues at all levels and build positive working relationships. Ability to work independently, manage priorities, and meet deadlines in a fast-paced environment. Proficiency in Microsoft Excel and familiarity with workforce management systems and reporting tools.

Experience maintaining databases or working with large data systems preferred. Strong technical writing skills and experience developing documentation. Experience with Calabrio WFM is a plus.

Americans with Disabilities Act Requirements Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations. ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment

Physical Requirements and Working Environment: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, and see; frequently reach and perform repetitive motions; and occasionally stoop, kneel, crouch, stand, walk, push, pull, lift, finger, grasp, and feel. The working conditions may not include environmental hazards.

In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects. * Internal use: HR Generalist to review. Equal Employment Opportunity Statement The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner, by email at HR-ADA@rva.gov

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training. The City of Richmond Values Veterans. We are an official V3 Certified Company.

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