City of Seattle

Compensation

Full Description

Seattle Public Utilities (SPU) is seeking a Contact Center Forecasting & Scheduling Analyst (Sr MSA) for the Utilities Customer Contact Center in the People, Culture and Community Branch. This is a great opportunity to make an impact on the service we provide to both SPU and Seattle City Light (SCL) customers. In 2025, the SPU Contact Center will be implementing a new, state-of-the-art, technology platform called Genesys Cloud CX. The Contact Center Forecasting & Scheduling Analyst (Sr MSA) will handle the management, administration, and optimization of the workforce management (WFM) component of the platform, to ensure that the Contact Center meets the required performance targets and the expectations of the SCL and SPU customer base. This will involve using the Genesys Cloud WFM software, along with a deep knowledge of historical data, trends, and business partner plans, to complete accurate interval, daily, weekly, monthly and yearly call volume forecasts, as well as agent schedules that effectively meet the forecasted workload. The Genesys Cloud implementation will be a highly impactful change for both our contact center agents and our utility customers. Effective use of the Genesys Cloud platform will be critical to the ongoing success of the contact center. The ideal candidate will have a strong understanding of contact center workforce management principles and best practices. In addition, the Contact Center Forecasting & Scheduling Analyst (Sr MSA) will be responsible for developing effective operating procedures and continually analyzing the effectiveness of the solution. If you feel this may be the perfect job for you, please continue reading ...and APPLY! About Seattle Public Utilities (SPU): Seattle Public Utilities (SPU) is a Community Centered Utility whose mission is to foster healthy people, environment, and economy by partnering with our community to equitably manage water and waste resources for today and future generations. We deliver high quality, vital services, across four major lines of business: providing water, solid waste, drainage and wastewater services for Seattle residents and businesses. In addition, SPU provides drinking water for 1.5 million regional customers in Seattle and other municipalities. Our customers depend on us to deliver high quality, reliable, and cost-conscious utility services and to achieve the highest benefits possible for every investment we make. For more information about Seattle Public Utilities (SPU), please visit: • SPU Website • SPU Workplace Expectations (Download PDF reader) • Strategic Business Plan SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring, and promotional opportunities. Why join us? We know work isn't only about what you do it’s also about who you work for and with! SPU provides a fun and family-friendly work environment that supports a work life balance, including: • Hybrid work schedule opportunities • Family-friendly and multicultural work environment • Generous benefits package • Free public transportation options • City pension plan with employer/employee contributions • Growth potential and advancement opportunities Forecasting, Scheduling, Analysis, and Reporting: The following are the primary day-to-day responsibilities of the Contact Center Forecasting & Scheduling Analyst (Sr MSA). Use Genesys Cloud to: • Generate accurate short- and long-term call volume and average handle time forecasts. • Create and adjust weekly agent work schedules to meet the forecasted workload. This includes optimizing breaks, lunches, recurring meetings, training, etc. in advance, and approving agent schedule exceptions after the fact. • Manage agent time-off requests, which includes planned absences, unplanned absences, annual vacation bid, etc. In addition to the above, the position will be expected to provide analysis and reporting on areas related to WFM, including: • Analyze the upcoming week’s call volume forecasts, schedules, and available staffing levels to determine chances of achieving daily performance targets. Analysis will account for the anticipated loss of staff due to unplanned absences. Provide analysis to contact center management, and recommend proactive mitigation plans, if necessary, to increase the chance of achieving targets. • Perform day-after contact center performance overview – improve business understanding of organizational performance by providing analysis on prior results to determine key drivers and impacts on performance. • Perform What-If Analysis – determine performance expectations for a variety of scenarios, including impact on KPIs due to changes in call volume, handle time, staffing, etc. • Create data visualization dashboards by developing integrations between Genesys Cloud and Tableau or Power BI to effectively monitor and perform trend analysis on the effectiveness of our workforce management strategy. System Optimization and Process Improvement: After the Genesys Cloud platform is implemented, the system will go through a period of tuning and optimization. This will require regular and thorough analysis of the system’s performance by the Contact Center Forecasting & Scheduling Analyst (Sr MSA). The position is also responsible for identifying opportunities to improve the WFM processes through research and by staying current on system capabilities and best practices. This function requires the ability to read and understand technical documentation, analyze large sets of data, and organize the data in a way that will lead to actionable opportunities for improvement. Once the Contact Center Forecasting & Scheduling Analyst (Sr MSA) identifies an opportunity for system/process improvement, the person will partner with the appropriate stakeholders (Trainer, Supervisors, Sr QA Analysts, Managers, etc.) and lead the effort to implement the actions needed for improvement. Project Management: The Contact Center Forecasting & Scheduling Analyst (Sr MSA) will be highly involved in upcoming projects related to the Genesys Cloud application and projects impacting contact center staffing. In addition to a high degree of workforce management expertise, this will require a solid understanding of project management principles, including: • Using risk management and cost management when considering design elements. • Communication and collaboration with stakeholders, including vendors, IT, business leads, and partners from Seattle City Light. • Effective time management, by using excellent planning and organization skills. • Ability to influence others and the ability to effectively express ideas on strategy and direction. • Technical reading and writing – will need to read and interpret technical documents, and turn that information into easily digestible, user-friendly documentation. Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Experience: Minimum of three (3) three years of experience in systems, operations, procedures, research or analysis. Education: Bachelor's degree in business or public administration, finance, computer science or a related field. Education and Experience Equivalency: Combinations of appropriate education, training, certification, and experience will be evaluated on an individual basis for comparability to the minimum education and experience requirements. How to Apply: In addition to fully completing the online application, please attach your resume and cover letter. Your cover letter should address your knowledge and experience related to the position. Workplace Environment: This position allows for the flexibility of a hybrid work schedule. Employees will have the option to work remotely two days a week. Individual schedules will be agreed upon by the employee and their supervisor. The full salary range for this position is $54.28 - $63.26 per hour. Benefits: The City of Seattle offers a comprehensive benefits package including vacation, holidays, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. If you have any questions, please contact Charles Gilmore at charles.gilmore2@seattle.gov Learn more about Seattle Public Utilities at our web page www.seattle.gov/util/.