South Jersey Industries Workforce Analyst in United States

At South Jersey Gas we provide safe, reliable and affordable natural gas service to customers across the seven southernmost counties of New Jersey. We are passionate about helping our customers warm their homes and businesses, dry their clothes and cook their meals. We are equally passionate about ensuring that our customers have an exceptional experience, each time they interact with our Customer Contact Center, without exception. As a representative in the South Jersey Gas Customer Contact center, you’ll be at the heart of our customer service operations, delivering first-class service with every interaction. In our fast-paced contact center, you’ll be at the forefront of our commitment to customers – to keep them safe, resolve inquiries regarding billing, setting up new or transferring service, and general inquiries.

*This position will be moving to Atlantic City in 2018

The Workforce Analyst is responsible for managing the workforce management process including, forecasting, capacity planning, scheduling and real time management to ensure that KPIs are met for the contact center. Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs.

Primary responsibilities include producing accurate long, medium, and short-range staffing forecasts, developing highly efficient schedules to deliver upon the forecasts, and effective management and utilization of the Workforce Management Software.

Qualifications:

Education:

Bachelor’s Degree in quantitative, business or computer-related field such as mathematics, econometrics, statistics, operations research, or computer science or equivalent experience

Experience:

  • 3-5 years’ experience in a Call Center and or Business Process Services

  • 3-5 years’ experience forecasting with workforce management tools and working with call routing strategies

  • Skills and experience in advanced Excel VBA and pivot table formulas, SQL data extraction, data manipulation, statistical methods, and analytical toolsets.

Other Skills and Requirements:

  • Well-versed in spreadsheet and database tools

  • Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously

  • Strong attention to detail

  • Able to make daily decisions based on call volumes and forecast in order to ensure proper staffing needs are met.

  • Strong Analytical, Math, Reasoning and Investigative skills.

  • Ability to prioritize, organize and summarize data from multiple sources

  • Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others

  • Able to leverage a forecasting and scheduling tool to predict call volume to plan for appropriate staffing requirements.

Essential Functions

  • Forecast call volume demand and other contact (Email, etc.) demand volume and manage scheduling of skilled staff based on historical anticipated volume

  • Assure accurate monthly/weekly/daily/intraday forecasts and assure alignment with call routing applications.

  • Use workforce management application, call volume history, and overflow data to determine staffing levels and optimal shifts, work window to handle workload requirements.

  • Generate and adjust long-term, short-term and active forecasts to achieve center goals.

  • Monitor multiple increments and daily call volume, average handle time (AHT) and staffing requirements to ensure call volume is in compliance to forecast.

  • Monitor real time adherence, call statistics to ensure on/off phone activity is managed efficiently throughout the day

  • Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, and handling multiple tasks aimed at meeting/exceeding ongoing goals and objectives.

  • Provide real time and historical contact center data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, and Conformance, working closely with them to proactively identify ways to improve results.

  • Assure timely system updates of staff movement, historical results and proper trending within the workforce management application. Review previous day’s results and adjust histories for special days and call distributions

  • Track and report absenteeism, schedule deviation and forecast adjustments percentages as they relate to schedule overhead; Monitor and post requests for time off, exceptions to scheduled time as determined by management and maintain calendars of those events.

  • Manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to address these issues.

  • Serve as an internal expert on Key Performance Indicators ("KPIs") that impact the contact centers ability to consistently and effectively meet its goal and customer satisfaction expectations.

  • Perform duties inherent in all supervisory, professional and administrative positions. Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required

Explore the Possibilities

If you're looking to make an impact, South Jersey Industries is the perfect place. For interns, college graduates, or experienced professionals, at South Jersey Industries we look for enthusiastic, talented professionals at every level of our enterprise. From call center representatives with excellent people skills to engineers with the vision and expertise to design tomorrow’s energy infrastructure, we know that our people fuel our success. We take pride in recruiting the best talent available for every facet of our business. Explore the possibilities. You'll be sure to find an opportunity that piques your interest.

  • We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money

  • We provide an opportunity to build a successful and rewarding career in a variety of functional business areas

  • We foster individual talents and abilities while promoting the value of teamwork

  • Our culture prepares you for a lifetime of learning and professional development

Equal Opportunity/Affirmative Action Employer

South Jersey Industries (NYSE: SJI), an energy services holding company based in Folsom, NJ, operates its business through two primary subsidiaries. South Jersey Gas, one of the nation's fastest growing natural gas utilities, delivers clean, efficient natural gas and promotes energy efficiency to over 365,000 customers in southern New Jersey. SJI's non-regulated businesses, under South Jersey Energy Solutions, promote efficiency, clean technology and renewable energy by developing, owning and operating on-site energy production facilities ' including Combined Heat and Power, Solar, and District Heating and Cooling projects; acquiring and marketing natural gas and electricity for retail customers; providing wholesale commodity marketing and risk management services; and offering HVAC and other energy-efficiency related services. For more information about SJI and its subsidiaries, click here.