Senior Workforce Management & Automation Analyst

Senior Workforce Management & Automation Analyst

Our Task Automation & Data Analytics team at Colorado Springs Utilities is responsible for analyzing large amounts of data from contact center platforms and customer information systems to uncover trends, opportunities for improvement, and support operational decision-making - all related to how we support our customers. Our team is hiring a Senior Workforce Management & Automation Analyst to support these efforts. This role leverages workforce management expertise, business intelligence, and automation capabilities to improve operational efficiency, enhance the customer experience, and support data-driven decision-making. You will leverage analytical and technical skills to develop insights, optimize processes, and deliver solutions that drive business results.

What Else Will You be Doing?

• Building and maintaining reports, dashboards, and automated solutions that provide leaders with meaningful insights into workforce performance and operational effectiveness
• Partnering with Application Administrators, Analysts, and other business stakeholders to maintain and enhance reporting, workforce management tools, queue configurations, routing strategies, skills-based routing, and digital enhancement channels
• Reviewing call, chat, email, messaging, and back-office workflows to recommend changes that improve service levels, employee productivity, and overall customer experience
• Presenting findings, recommendations, and performance trends to leadership and stakeholders in a clear, concise, and actionable manner
• Leveraging speech analytics, transcription data, customer interactions, and workforce management metrics to identify trends, support process improvements, and uncover automation opportunities
• Collaborating with business partners to understand operational challenges, evaluate solutions, and support continuous improvement efforts
• Supporting the implementation of new technologies, processes, and reporting capabilities that improve efficiency, reduce manual effort, and enhance service delivery

Who You Are

• Demonstrated experience in a workforce management, business intelligence, analytics, and/or operational analysis capacity
• Demonstrated experience supporting contact center operations, workforce optimization methodologies, omnichannel customer engagement, and customer experience analytics
• Experience with developing dashboards, automated reporting solutions, and/or data integrations that support business operations and decision-making
• Experience using SQL, Power BI, Power Query, Power Automate, REST APIs, Python, or other similar analytics and automation technologies
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights and recommendations
• Ability to communicate effectively with both technical and non-technical audiences and build productive relationships across teams

Physical Requirements and Working Conditions

Exerting up to 10 pounds of force occasionally (1/3 of the time), and/or a negligible amount of force frequently (1/3 to 2/3 of the time) to lift, carry, push, or pull objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary only if walking and standing are required only occasionally and all other criteria are met. Positions in this class typically require talking, hearing, seeing and repetitive motions within an office working environment.

Our Commitment to Our Employees

Our people are the heart and soul of Colorado Springs Utilities.  They keep the lights on, gas flowing, water coming in, and wastewater leaving.  We don't just say people are important – we prove it!  That’s why we are honored to invest in protecting the health and financial security of our employees and their families through our rich benefits program.

Time Off to Recharge

• Vacation – Start with 13 days annually, increasing to 24 days with tenure
• Personal Leave –3 days per year
• Paid Holidays –12 paid holidays per year
• Sick Leave – 12 days per year for personal or family health needs
• Vacation Buy – Option to purchase up to 40 additional hours annually

Health & Wellness – Benefits elected are effective the first of the following month

• Medical Plans: Three comprehensive options, including a $0 premium High-Deductible Health Plan (HDHP) with Health Savings Account (HSA) eligibility
• Zero Health: Access to hundreds of medical services at no cost
• Dental & Vision: Two dental plans and one vision plan
• Family Building-Benefits: Support for fertility, preser