CharMeck 311 Workforce Analyst City of Charlotte - 3.9 Charlotte, NC Job Details Full-time $23.00 - $38.18 an hour 13 hours ago Qualifications Power BI Microsoft Excel Management Call center Mid-level Microsoft Office Tableau 3 years High school diploma or GED Analysis skills Forecasting Associate's degree Communication skills

Full Job Description 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 of Workforce Management Best Practices Adaptability in a dynamic environment Ability to multitask and carry out assignments using own initiative and general. instructions Must possess a strong work ethic with the ability to handle confidential information.

Preferred Qualifications:

Experience with trending and forecasting analysis. Experience with staffing solutions and developing business continuity plans. Experience with Tableau, Power BI or an equivalent visualization tool. Prior experience with staffing software from Verint. Previous call center experience.

Minimum Qualifications:

Must have a high school diploma and five years of relevant work experience or an associate's degree with three years of relevant work experience. High School Graduate or Equivalent and Five Years of Experience or 2 Year College Degree and Three Years of Experience

CONDITIONS OF EMPLOYMENT

The City's Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check. Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate's written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports. Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments. The City of Charlotte is an Equal Opportunity Employer.

HOW TO APPLY

Apply online. Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays. For questions about your application or the hiring process, please email . The City of Charlotte is committed to making the job application process accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modification will be provided. To make a request, please email , call 704-962-6168, or visit us in person at 700 4th St., Charlotte, NC 28202 .

BENEFITS

The City of Charlotte provides a comprehensive benefits package to all employees. The City of Charlotte is a drug and alcohol-free workplace.