Iberdrola USA Workforce Management Lead Analyst (ASC 57746) CT, ME, or NY in Rochester, New York


Business and Department




Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:

Serve as a subject matter expert on all core workforce management functions including staff planning, forecasting, scheduling, intraday management and reporting for insource and outsource operations. Provide process improvements to increase efficiencies within the WFM team and customer care organization. Responsible for reporting and analysis of KPI performance against targets and achievements. Assist contact center supervisors/managers with achievement of service level and productivity goals. Manage the proper balance between service levels and labor efficiencies. Assist in on-going education and training of the contact center supervisor/managers on effective methods and tools for running efficient, high quality business units.

MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):

  1. Provide detailed reporting and analysis of contact center KPI performance against targets and achievements.
  2. Provide reporting and analysis on effectiveness of contact center IVR and ACD platforms including call routing and self-service efficiency.
  3. Assist with forecasting and capacity planning for outsource contact centers.
  4. Assist WFM & Quality manager in implementing consistent, scalable and efficient WFM processes across AVANGRID operating companies.
  5. Partner with contact center supervisor and managers to identify opportunities to improve agent efficiency andproductivity.
  6. Works with back office groups to balance day to day impacts on contact center performance.
  7. Assist in administration of WFM tools and technology.8. Assist mentoring/coaching less tenured team members on best practice WFM processes.



Education & Experience Required:

  • Bachelor’s Degree with a minimum of three years relevant experience preferred. Associates Degree with a minimum of five years relevant experience required.

  • Three or more years direct experience in Customer Care Center volume forecasting and Workforce Management, preferably in a multi-channel, multi-vendor/site environment

  • Three or more years direct experience using WFM software and scheduling tools.

  • Demonstrated knowledge and understanding of contact center key performance indicators.

  • Experience working with multiple ACD platforms preferred (e.g. Avaya, Genesys, Aspect, Cisco, etc.)

  • Experience creating or modifying IVR/ACD call flows.

  • Advanced MS Excel (complex functions, pivot tables, macros, etc.)

  • Established written and verbal skills, public speaking.

  • Project management and leadership experience.

  • Experience working in a union environment preferred.


  • Able to work with minimal supervision in both structured and unstructured work environment

  • Excellent verbal and written communication skills

  • Strong analytical, decision making and problem solving skills

  • Excellent organization skills

  • Ability to manage and lead projects including outside consultants and vendors

  • Ability to coach and enhance Team Effectiveness

AVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, protected veteran status or any other status protected by federal, state, or local law. The Company is committed to a policy in all of its employment practices of equal opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status, veteran status, sexual orientation, or other protected status.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at877-387-9061 or careers@avangrid.com

Company: AVANGRID Service Center (ASC)

Department: CUC Customer Care Center

Job Title: Workforce Management Lead Analyst

Reports to: Manager – Workface Management and Quality

Location: Orange, CT, US | Portland, ME, US | Rochester, NY, US

Cross Company Responsibility: Yes

REFERENCE: 5087935901

Publication date: 14.02.2018