Workforce Management Analyst
Workforce Management Analyst
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Job Description
Posting Close Date:
Applicants must submit their completed application byat 11:59 p.m. MSTApplication and Special Instructions
As part of the online application process all applicants are required to submit both an updated resume and cover letter at the time of application. Resumes and cover letters received after the application closing date will not be considered.Applications received that do not contain a resume and a cover letter addressing the required questions listed below will be considered incomplete and will not be considered further in this recruitment process.
In your cover letter please ensure to address the following questions:
1. Describe your experience in workforce management in a call center environment.
2. What is your experience in implementing process improvement initiatives Describe the initiative your role and tasks you completed in reference to the implementation.
3. How do you ensure efficient staff allocation and scheduling during peak and offpeak hours
If you have any questions please contact Munerra Acosta at
ABOUT THIS JOB
Position Specific Summary:
The Management Analyst position at the City of Tucsons Water Department oversees resource allocation to optimize operational efficiency. This may include staff scheduling work volume analysis and monitoring performance metrics. This role is crucial in balancing workforce resources with the utilitys business needs to achieve highquality customer service.
Work is performed under the supervision of the Water Operations Superintendent. This position does not supervise.
Duties and Responsibilities:
Utilizes and maintains workforce management software and equipment to create and maintain daily schedules and track paid time off for Utility Account Relations Specialists to meet the utilitys business needs. Works with supervisors to ensure that all customer service areas are adequately covered.
Generates reports to analyze historic and current call volumes and key performance metrics to uncover or predict service trends to optimize operational efficiency. Distributes reports in various formats to internal and external stakeholders as needed. Documents raw data and saves it to various drives to foster team coherence and collaboration.
Builds maintains and updates the Interactive Voice Response Systems to ensure that all systemic options are up to date.
Creates training schedules and coordinates logistics invitations and tracking training progress among participants.
Liaises with staff as needed utilizing call and workforce management systems to manage account access worker profiles and assists with troubleshooting.
Cultivates a positive working relationship with internal stakeholders to gather information and data needed to ensure precise forecasting.
Performs other duties and tasks as assigned.
Working Conditions:
Mostly office environment.
All duties and responsibilities listed are subject to change.
MINIMUM QUALIFICATIONS
MINIMUM REQUIRED QUALIFICATIONSEducation: Bachelors DegreeWork Experience: Two 2 years of related experience
PREFERRED QUALIFICATIONSExperience with call center management workforce management and Naviline billing systems;
Experience in coordinating employee schedules;
Experience in forecasting and analyzing data;
Experience in implementing process improvement initiatives;
POSITION DETAILS
Job Profile
J0866 Management AnalystTo view the full job profile including classification specifications and physical demands click here.
Compensation Grade
G105Hourly Range
$21.96 32.94 USDThe City of Tucson considers several factors when extending an offer including but not limited to the role and associated responsibilities a candidates work experience education/training key skills and internal equity.
FLSA
NonExemptPosition Type
RegularTime Type
Full timeDepartment
Water UtilityDepartment Link
Check: This position has been designated to require a criminal background check.ABOUT US
Benefits: The City of Tucson offers a generous benefits package for benefiteligible positions. The comprehensive flexible and affordable coverage is designed to optimize health and wellbeing security and future and peace of mind. Benefits begin with medical dental vision life disability and FSA coverage surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings. With your wellbeing in mind our paid time off program provides new hires with 38 paid days off in the first year of employment with time off increasing steadily in subsequent years. We offer twelve weeks of paid parental leave paid tuition reimbursement student loan repayment off and onthejob training and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours. You can learn more about our benefits at The City of Tucson employs only U.S. Citizens and lawfully authorized nonU.S. Citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Status.
City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer and does not discriminate based on race color religion sex (including sexual orientation gender identity and pregnancy) national origin veteran status age disability genetic testing or any other protected status. If you believe you have been a victim of discrimination you may file a complaint with the City of Tucsons Office of Equal Opportunity Programs U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney Generals Office of the Civil Rights Division (ACRD). Click for more information from ACRD about employment discrimination and how to file a complaint with ACRD
The City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at or .
Recruiter Name
Munerra Acosta 202167Recruiter Email
For Human Resources general questions please contact.
Required Experience:
IC
Employment Type
Full-Time
