Workforce Optimization Analyst (Internal employees only)

Full Job Description

This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.

Applicants for open positions at the Detroit Water and Sewerage Department must be authorized to work for ANY employer in the U.S. The Detroit Water and Sewerage Department is unable to sponsor or take over sponsorship of an employment Visa at this time.

SUMMARY:

The Workforce Optimization Analyst is responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outgoing phone, chat, appointment setting, dispatching and email volume for Detroit Water and Sewerage Department (DWSD) Customer Service Call Center.

ESSENTIAL JOB FUNCTIONS:

• Tactical planning and historical trend analysis to ensure call center achieves key performance indicators on a daily and interval basis.
• Data analysis to achieve service level objectives, improve efficiencies and deliver exceptional customer service
• Monitor, adjust and optimize human resource utilization real-time to meet operational and business objectives.

RELATED JOB FUNCTIONS:

• Realign resources to optimize coverage and service based on skill set and priority
• Communicate with front-line leaders to ensure they have the data needed to address staffing needs
• Monitor real-time service levels, average speed of answer using WFM and Real-Time Adherence software and telephony/routing reporting, to ensure all call center agents are complying and service levels are met
• Responsible for assisting in the daily efforts to provide outstanding customer experience by performing real-time management to service level and agent performance in an omni-channel contact center environment
• Keep up to date with technology and infrastructure
• Facilitate meetings
• Set priorities
• Recommend and ensure DWSD policies and procedures are followed
• Improve schedules for efficient use of resources to achieve service level goals
• Initiate schedule adjustments based on real-time monitoring of inbound and outbound queues for variances to forecasts
• Process real-time schedule requests
• Review and approve agent time off and schedule change requests
• Provide support for ad-hoc requests and projects
• Provide daily/intraday performance reports to Leadership
• Monitor WFM systems performance
• Collaborate with multiple teams to identify opportunities to further optimize performance
• Performs any other related duties as required or assigned

Perform related work duties as assigned.

Requirements

Knowledge of:

• Will be responsible for tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.
• Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.
• This position is accountable for monitoring, adjusting, and optimizing staff levels for real-time staffing needs to meet operational and business objectives.
• Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.

• Advanced skills using Microsoft Excel as well as workforce management software, such as IEX, Bright Pattern and Aspect in a business environment
• Ability to prioritize and meet tight deadlines
• Compiles Analytical Metrics
• Proactively identify risks, and opportunities around business performance
• Realign resources to optimize coverage and service based on skill set and priority
• Communicate with front-line leaders to ensure they have the data needed to address staffing

• KNOWLEDGE OF:

  • Operating procedures
  • Safe work practices
  • Advanced skills using Microsoft Excel, Google sheets, workforce management software (ex. IEX), and contact center applications (ex. BrightPattern and Aspect) in a business environment
  • Industry standards within the water and sewerage industry or related field
  • Federal, State and local regulatory guidelines

• 
  

  
  

  SKILL TO:

  • Workforce Management Software
  • Data Analysis
  • Forecasting
  • Scheduling
  • Reporting
  • Problem-solving
  • Critical thinking
  • Use advanced technology
  • Analyze and make decisions consistent with department policy

  
  

  
  

Qualifications

KNOWLEDGE OF:

• Operating procedures
• Safe work practices
• Advanced skills using Microsoft Excel, Google sheets, workforce management software (ex. IEX), and contact center applications (ex. BrightPattern and Aspect) in a business environment
• Industry standards within the water and sewerage industry or related field
• Federal, State and local regulatory guidelines

SKILL TO:

ABILITY TO:

• Demonstrate decision making/complex problem solving
• Proactively gather the right data from appropriate source
• Probe/consider all the facts, other perspectives
• Conduct root cause analysis
• Prioritize key factors
• Act decisively, promptly and confidently
• Refer to long-term plans and goals
• Prioritize and meet deadlines
• Analyze with attention to detail, timeliness and accuracy
• Effectively utilize appropriate security and safety equipment and procedures
• Communicate effectively, both verbally and in writing with internal and external customers
• Understand and follow verbal and written instructions
• Establish, build and maintain effective working relationships
• Communicate frequently with team members and other units across the Department about process, equipment or potential problems
• Work with advanced technology and departmental applications
• Learn new software and procedures
• Make work processes more effective and efficient
• Maintain regular and reliable attendance
• Work with minimal supervision
• Sit or stand the entire workday viewing a computer monitor

Additional Information

REQUIRED EDUCATION AND EXPERIENCE (position requirements at entry)

• 3+ years of Workforce Management experience in an omnichannel, skill-based contact center environment required.
• Experience with Workforce Management software including forecasting, scheduling, performance tracking, and reporting and contact center applications (ex. BrightPattern and Aspect)

ESSENTIAL REQUIREMENTS

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Environmental Working Requirements:

Work is performed in an office or plant environment with exposure to computer screens and noise.
Other Requirements: Valid Michigan Driver’s License

Ability to work irregular hours, to commute to DWSD facilities and work sites, and respond to after-hour emergencies and on-call responses.

This title is a non-Civil Service and at-will position. The organization may, in its sole discretion, fill this position on a full-time basis.

The organization may in its sole discretion utilize a contract of employment, “direct hire”, or other process to fill the Position within this Title.

Incumbency in a position within this title does not create a property right or expectation for the incumbent.

The presence of this title or the position within this title does not in any way restrict the organization’s sole discretion to utilize independent contractors or other means to provide for the performance of this work