CharMeck 311 Workforce Analyst

Date Opened: Tuesday, February 04, 2025 12:00 AM

Close Date: Monday, February 17, 2025 12:00 AM

Department: Housing & Neighborhood Services Department

Salary: $23.00 - $38.18 Commensurate with Experience

SUMMARY

The Workforce (WFM) Analyst manages all aspects of call center efficiency and resource utilization for our inbound call center operations. The WFM Analyst oversees and ensures the ability to meet service level expectations while maximizing agent utilization. This role focuses on the analysis of contact center trends, including multi-channel contact volumes, tracks and reports call activity patterns, staff productivity, and resource allocation. The WFM Analyst works with multiple skill groups within the contact center to accurately forecast contact volumes, productivity, and staffing requirements. The WFM Analyst analyzes center and agent historical performance, generates forecasts, creates schedules, and manages schedule changes. This analysis is used to build staffing and scheduling plans to meet business unit goals and objectives.

Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play.

Housing & Neighborhood Services focuses on creating vibrant, diverse neighborhoods through the delivery of four major service areas: Community Engagement, which works to create successful neighborhoods where people of diverse backgrounds and incomes can build successful lives, Code Enforcement, which works to improve the appearance of communities and maintain standards of living, Housing Services, which provides a wide array of programs and services for families residing the City of Charlotte, as well as CharMeck 311, which provides important information and services for customers in the City of Charlotte and Mecklenburg County.

Function:  Community

Job Title: 311 Contact Center Program Analyst (job code 206700, hourly grade 12))

Working Title:  CharMeck 311 Workforce Analyst

Summary:

The Workforce (WFM) Analyst manages all aspects of call center efficiency and resource utilization for our inbound call center operations.  The WFM Analyst oversees and ensures the ability to meet service level expectations while maximizing agent utilization.  This role focuses on the analysis of contact center trends, including multi-channel contact volumes, tracks and reports call activity patterns, staff productivity, and resource allocation.  The WFM Analyst works with multiple skill groups within the contact center to accurately forecast contact volumes, productivity, and staffing requirements.  The WFM Analyst analyzes center and agent historical performance, generates forecasts, creates schedules, and manages schedule changes.  This analysis is used to build staffing and scheduling plans to meet business unit goals and objectives.

Major Duties and Responsibilities:

• Provide real-time monitoring, analysis and adherence management of assigned contact center queues (call, chat, email and off-line activities)
• Identify and resolve adherence issues.
• Utilize OneCloud CX System to manage agent skilling in accordance with established policy.
• Responsible for completing reports using OneCloud CX System, Verint WFM 360, Microsoft Office 365, Tableau and other tools. 
• Provide reporting of technical and non-technical events impacting contact center work queues and resources.
• Responsible for handling inquiries from associates, supervisors and senior leadership regarding status of operations, schedules, staffing issues, outages and other related issues.
• Collaborate with the Contact Center leadership to meet established departmental goals. 
• Assist with Change Management and foster a flexible work environment.
• Make recommendations for process or system changes or improvements based on data and trend analysis.
• Capture, store and report on historical statistics.
• Provide Performance Metrics to Leadership across the department as directed.
• This position is considered essential.  The WFM Analyst may be asked to work when other City offices are closed due to bad weather or other significant events.

Knowledge, Skills & Abilities:

• Highly detail oriented with strong business analytical ability.
• Proficient with MS Office 365 products, including the ability to develop extensive Excel reports.
• Excellent organizational, communication, and interpersonal skills with proven ability to establish positive working relationships with peers, supervisors and business partners.
• Knowledge of the Change Management Process
• Ability to navigate change.
• Knowledge o