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Duke Energy Workforce Management Analyst in United States

More than a career - a chance to make a difference in people's lives.

Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

Job Summary

Provides support to overall workforce schedule development, implements schedules and ensures staffing levels coincide with call center call arrival expectations. Additionally, the WFM Analyst will generate reporting, analyze call trends and make staffing adjustment recommendations to management. Creates/facilitates shift bids and vacation bids.


  • Scheduling

  • Work with the Call Center Managers to accurately analyze historical call volume, AHT and shrinkage to assist with new hire head count projections.

  • Analyze and interpret past and current call volume data to determine staffing needs and create accurate schedules.

  • Adjust schedules to accommodate call volume fluctuations and changing business needs.

  • Works with many areas of call center operations to plan and schedule training and other offline activities. This is done in an effort to maximize utilization of call center resources and minimize impacts to customers.

  • Responsible for maintaining and configuring the WFM software. This includes all assumptions used to develop schedules and views used for short term and intraday planning.

  • Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend and initiate process improvements. Develop and provide weekly reports

  • Leads short-term planning & schedule management to ensure optimal utilization of call center resources including vacation slot management, shift coverage/swaps, optimization of breaks, lunches, training and off-line time. Long Term Planning

  • Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend and initiate process improvements.

  • Facilitation of meetings with WFM/HR/Call Center Management to establish hiring plans based on long term forecasting including creation of hiring plan that accommodates call center attrition, hiring and training timelines.

  • Recognizes/Interprets trends and recommends operational improvements as necessary to management on long term changes

  • •Develop and provide weekly reports that provide insight into the trends (week at a glance). Analyze data and make recommendations on possible short-term solutions to minimize customer impacts.

Required Qualifications

  • Bachelors degree

  • In addition to required degree, 1 year related work experience

  • In lieu of Bachelors degree(s) AND 1 year(s) related work experience listed above, High School/GED AND 5 year(s) related work experience

Desired Qualifications

  • Bachelors degree

  • In addition to desired degree, 3 years related work experience

  • Excellent Excel skills (index/match, sumifs, pivot tables, etc)

  • 5+ years of call center analytical experience

  • 3+ years of workforce management system experience, preferably Verint

Travel Requirements


Relocation Assistance Provided (as applicable)No

Represented/Union PositionNo

Visa Sponsored PositionNo

Posting Expiration Date

Tuesday, December 10, 2019

All job postings expire at 12:01 AM on the posting expiration date.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

We are one of the largest electric power holding companies in the United States, supplying and delivering electricity to approximately 7.4 million U.S. customers. We have approximately 52,700 megawatts of electric generating capacity in the Carolinas, the Midwest and Florida – and natural gas distribution services serving more than 1.5 million customers in Ohio, Kentucky, Tennessee and the Carolinas. Our commercial and international businesses own and operate diverse power generation assets in North America and Latin America, including a portfolio of renewable energy assets.

Regardless of your skill set or specific interest, we're looking for the best and brightest talent in the industry. Our people make us great - and we're always looking for more. Find your career path today at Duke Energy, where it's more than a career - it's a chance to make a difference in people's lives.

Duke Energy is an Equal Opportunity Employer and complies with the laws set forth in the Department of Labor EEO Poster and Supplement.