Job Description GRADE LEVEL:

51

DEPARTMENT: CUSTOMER CARE STARTING SALARY:

$61,00-$83,100 Salary is commensurate with experience.

Job Family Summary Purpose

The Workforce Optimization Analyst supports Customer Care operations through effective planning and optimization of the call center workforce. This role analyzes customer contact data (phone, email, chat), forecasts labor needs, and develops efficient schedules to ensure optimal service levels and cost-effective coverage. The ideal candidate is analytical, detail-oriented, and skilled at turning data into actionable insights to enhance workforce productivity and efficiency.

Education

- Associate degree in business; or an equivalent combination of related education, training and experience

Experience

- 2 or more years

Minimum Knowledge, Skills & Abilities

- 2+ years of experience in workforce management, data analysis, or a related field.

- Experience in generating reports in alignment with departmental KPI’s/metrics.

- Proficiency in Excel, data visualization tools (e.g., Tableau, Power BI), and workforce management software (e.g., NICE IEX, Verint).

- Knowledge of scheduling methodologies and forecasting models.

- Experience in calculating/estimating staffing needs in a call center.

- Ability to make business recommendations/improvements based on system data and reporting results.

- Manage a range of tasks, prioritize responsibilities, and meet deadlines.

- Knowledge of Customer Care systems, positive customer relations techniques, training and coaching methods.

- Demonstrated skill and ability to comprehend and analyze technical and statistical data and initiate appropriate courses of action on assignments and customer issues.

- Experience and ability to provide technical direction to employees.

- Proficient skills in operating personal computers, associated software such as Word, Excel and PowerPoint.

- Skilled in preparing correspondence with appropriate grammar and punctuation, relay information clearly, concisely and logically.

- Demonstrated leadership in directing, organizing and coordinating the work of others, working independently and on multiple tasks simultaneously, comprehend and analyze technical data, initiate appropriate courses of action on assignments and customer issues.

- Must have the ability to communicate effectively, both orally and in writing to effectively interact with people from diverse educational, cultural and economic backgrounds.

- Bilingual (English/Spanish) preferred.

Essential Job Functions

- Maintains Call Center data operational databases and scheduling data for operation analysis and process all scheduling changes to meet the staffing level needs for each shift.

- Creates, monitors and evaluates daily scheduling for Customer Service Representatives.

- Creates daily performance reports on call center operations and staff and provide projections and monthly reports for management as needed.

- Utilizes the analysis results to forecast contact center workload and builds resourcing and scheduling plans to meet business objectives.

- Monitors incoming call flow to ensure that calls are routed correctly and that all call resumes are updated throughout the day to meet customer call flow demand.

- Reviews and recommends leave and standby requests based on call-flow analysis and available resources and staffing levels required.

- Tracks issues in the quality monitoring systems or tools and analyzes the results.

- Ensure service level targets are met; maintain the right headcount and calculate call capacity.

- Responsible for the maintenance and upkeep of scheduling software.

- Improve processes and increase efficiency of operations by recommending necessary changes.

- Ensure employees’ time is accurately recorded by auditing timecards.

- Resolve errors such as meal break adjustments and correct project code, etc. affecting employees.

- Undertake the review and record of time worked against the proper job task code when an employee works overtime.

- Adjust total hours worked and any time off (leave) an employee has entered in their timecard.

- Effective verbal and written communication skills.

- Ability to maintain effective working relationships with officers, managers, fellow employees, and the general public.

- Ability to maintain a strong sense of propriety concerning confidential matters.

About Us

El Paso Electric (EPE) is a regional energy provider that is engaged in generation, transmission, and distribution service to power approximately 460,000 customers in a 10,000-square mile area of the Rio Grande Valley in west Texas and southern New Mexico. We invite you to visit epelectric.com to learn more about EPE and our strategic initiatives. Join our EPE Team, and TOGETHER, we will transform the energy landscape.

Equal Opportunity Employer/Protected Veterans/Individuals With Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).