The Analyst II/Workforce Management (WFM) is a seasoned individual contributor within the Workforce Management (WFM) area of the Customer Solutions department at Southwest Gas Corporation. This position is responsible for supporting the workforce management functions within the Company's call center and across our supplier network and assuring quality customer service is provided to internal and external customers in compliance with Company and call center procedures and standards. This position will also focus on CIC support responsibilities, including problem ticket management, end user support and testing. This position extracts call center data, analyzes and identifies trends and patterns with the information obtained.

POSITION DIMENSIONS

This position does not have accountability for people. Although this position is not responsible for a budget, this position has the responsibility to balance SLA performance against budget requirements and to control costs through effective agent scheduling across our network and the supplier's network. The incumbent frequently exchanges information with non-exempt and professional level personnel throughout the Company and frequently exchanges information with officers.

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires three to five years of relevant experience.

A bachelor's degree in Business Administration or related field from an accredited university or prior experience working in multiple components of a call center environment is preferred. Strong Microsoft Excel skills required. Experience writing SQL queries, PowerPoint, Word, and other Microsoft products is required. Proficiency with Microsoft Office365 Business Applications (PowerBI, SharePoint, PowerAutomate) is required.

ESSENTIAL JOB RESPONSIBILITIES

WORKFORCE MANAGEMENT

• Forecast long- and short-term call volume and staffing requirements necessary to meet service and financial objectives
• Act in the capacity of the Workforce Manager in their absence as needed
• Track and analyze historical call volume data to forecast monthly, weekly, daily and intraday call volume forecasts and recommend changes to standards as applicable
• Monitor enterprise staff adherence to schedule levels and coordinate staffing adjustments with the call center to assure performance standards are achieved
• Pre-plan all off-phone activities for our Network and the Supplier network, in consideration of SLA goals and budgetary constraints,
• Lead the design and development of operational performance reports and reporting processes including historical reports and intraday performance data
• Analyze, develop and recommend solutions to maximize reporting efficiencies and participate in implementation and training of those solutions
• Act as a leader to drive positive agent performance and quickly notify leadership when agents are not performing to expectations
• Organize call center staff schedules
• Maintains event calendar and ensure business impacts are captured, analyzed recommendations for resource planning are adjusted as needed
• Coordinate shift bid process and vacation schedule for the enterprise associates
• Work with key stakeholders to document business practices and requirements
• Conducts weekly/monthly meetings with Manager and with all site leadership to review forecast, capacity planning and KPI results across the enterprise
• Perform related duties and responsibilities as assigned
• Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

$66,722 - $100,082

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.