CES Workforce Management Analyst

UGI Corporation

  • King of Prussia, PA
  • $60,900-75,000 per year
  • Permanent
  • Full-time
  • 14 days ago
Requisition Number: 27122When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation's premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.Applications for this position will be accepted until 9/12/25.PostingLocation: King of Prussia, PA; Rocklin, CA; Charlotte, NC or Cleveland, OH (Hybrid)Work Schedule: Hybrid - 3 days in office, 2 days remoteJob Summary:The Workforce Management Analyst ensures Customer Experience Service centers have accurate staffing plans to meet customer volume needs and deliver excellent service. This role involves proactive coordination and adjustment of staffing to align with contact volumes, achieving service level goals while optimizing resources.Key ResponsibilitiesForecasting & Planning
  • Develop volume, handle time, and staffing forecasts (daily to 12-month horizons)
  • Create capacity models incorporating business growth and seasonal variations
  • Analyze forecast variance and provide continuous improvement insights
Scheduling
  • Create efficient agent schedules aligned with forecasted demand
  • Optimize shift coverage while meeting labor constraints and employee preferences
  • Recommend optimal staffing mix (FT/outsourced) and flexible scheduling options
  • Manage schedule exceptions, time-off processes, and shift changes
Shrinkage Management
  • Build comprehensive shrinkage models for all off-phone activities
  • Coordinate with L&D and operations to minimize service impact
  • Monitor real-time shrinkage and implement corrective actions
Performance & Reporting
  • Monitor KPIs and identify trends impacting SLAs and customer experience
  • Partner with Real-Time Analysts on intraday adjustments
  • Create performance reports with root cause analysis and recommendations
  • Support escalation procedures during service disruptions
Required QualificationsTechnical Skills
  • Advanced Excel (formulas, pivot tables, VBA, data modeling)
  • SQL for data analysis (preferred)
  • WFM software proficiency (Calabrio preferred)
  • Statistical analysis and predictive modeling
Experience & Education
  • Bachelor's degree in Business, Statistics, Mathematics, or related field
  • Workforce Planning Certification (SWPP, CWFM) OR 4+ years capacity planning experience
  • Contact center operations experience required
  • Multi-channel environment experience preferred
Key Competencies Analytical excellence, attention to detail, strong communication, problem-solving, collaboration, adaptability, and project management skills.AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.The pay for this position ranges from $60,900.00 to $75,000.00, depending on circumstances including an applicant's skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.This is the Company's good faith and reasonable estimate of the range of compensation for this position as of the time of posting. The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.

UGI Corporation