Workforce Staffing Jobs in Virginia (NOW HIRING)

Salary : $47,507.20 - $88,940.80 Annually
Location : 730 East Broad Street, VA
Job Type: Full-Time
Job Number: 35M00000905
Department: Public Utilities
Opening Date: 08/13/2026
Closing Date: 8/27/2026 11:59 PM Eastern
Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity...YOU!!!
This is an EXCITING time to Join the City of Richmond! 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.
The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.
With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".
The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.
01
10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veteran's widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?

• Yes
• No

02
5-point veteran's must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?

• Yes
• No

03
How would you describe your experience with workforce management or call center operations?

• Less than 1 year
• 1-3 years
• More than 7 years
• No experience

04
How comfortable are you analyzing call volume, staffing, or productivity data?

• Not comfortable
• Somewhat comfortable with guidance
• Comfortable independently
• Very comfortable, including identifying trends

05
What best describes your Microsoft Excel skills?

• Beginner
• Intermediate
• Advanced
• Expert
• No experience

06
How familiar are you with workforce forecasting methods?

• Basic understanding
• Can assist with forecasting
• Can independently produce accurate forecasts
• Unfamiliar with forecasting

07
What is your experience with schedule creation or managing time off requests?

• Limited exposure
• Regularly supported or reviewed schedules
• Independently managed schedules and coverage
• No experience

08
How confident are you in explaining technical data or concepts to non technical staff?

• Not confident
• Somewhat confident
• Confident
• Very confident

09
What is your experience with writing documentation, SOPs, or process guides?

• No experience
• Basic experience updating existing documents
• Moderate experience creating documentation
• Extensive experience writing and maintaining technical documents

Required Question