Management Analyst, Associate - Workforce Management (Call Center)

The City of Richmond Department of Public Utilities is seeking a qualified candidate for the Management Analyst, Associate position in the Customer Service Call Center Division. This role supports the call center’s Workforce Management (WFM) function by analyzing staffing and operational data, forecasting demand, and ensuring workforce resources align with service level and productivity goals.

About the role

This is an exciting time to join the City of Richmond. We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. Recent employee benefit enhancements include:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

This position is considered Essential Personnel, requiring the incumbent to work during public emergencies, critical or hazardous conditions, or inclement weather. This individual may be required to work nights, weekends, holidays, or on call as needed.

Responsibilities

• Perform accurate data entry and maintain up-to-date information within internal systems, spreadsheets, and workforce management tools.
• Analyze call volume, staffing, and productivity data to identify trends, operational gaps, and improvement opportunities.
• Forecast labor demand using historical patterns, seasonal trends, and operational requirements.
• Develop, maintain, and adjust staffing schedules to ensure adequate coverage and alignment with service-level objectives.
• Manage time-away requests and off-phone activities through coordination with supervisors and clear communication of staffing impacts.
• Monitor real-time call center performance metrics and recommend intraday staffing or queue adjustments.
• Manage customer service levels while reducing business costs and improving the efficiency of the front-line workforce.
• Validate, update, and maintain datasets, databases, and WFM system inputs to ensure accuracy and consistency.
• Assist with developing, reviewing, and revising policies, procedures, and processing documentation.
• Provide training, support, and guidance to staff on WFM tools, reporting, and processes.
• Design and distribute reports that support decision-making across teams and leadership levels.
• Collaborate with supervisors, team leads, and other internal stakeholders to ensure data accuracy and shared understanding of workforce needs.

Requirements

Minimum Training and Experience:

• Bachelor's degree in business/public administration or a related field.
• Two years of paraprofessional experience in a related area, such as assisting with program or project administration and management analysis.
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications.

Preferred Qualifications:

• Bachelor's degree in business/public administration or a related field.
• Two to three years of paraprofessional experience in a related area, including field service order completion.
• Two or more years of customer service, call center, or administrative experience.

Licensing, Certifications, and Other Special Requirements:

• Some assignments may require a valid Driver’s License with a satisfactory driving record and a valid Commonwealth of Virginia Driver’s License within 30 days of hire.

Skills

• Strong analytical and quantitative skills with the ability to interpret complex datasets.
• High attention to detail and accuracy in data-heavy tasks.
• Effective communication skills, with the ability to explain technical concepts clearly.
• Strong teamwork skills; able to collaborate with colleagues at all levels.
• Ability to work independently, manage priorities, and meet deadlines in a fast-paced environment.
• Proficiency in Microsoft Excel and familiarity with workforce management systems and reporting tools.
• Experience maintaining databases or working with large data systems preferred.
• Strong technical writing skills and experience developing documentation.
• Experience with Calabrio WFM is a plus.

Working Conditions

Environmental Hazards: Working conditions may include travel within and outside the City of Richmond; exposure to hazardous physical conditions (e.g., mechanical parts, electrical currents, vibrations); atmospheric conditions (e.g., fumes, odors, dust, gases, poor ventilation); inadequate lighting; intense noise; and environmental hazards (e.g., disruptive people, imminent danger).

Physical Requirements: The role requires the ability to perform detailed work on multiple, concurrent tasks with frequent interruptions and under time constraints. Essential duties include regular talking, hearing, and seeing; frequent reaching and repetitive motions; and occasional stooping, kneeling, crouching, standing, walking, pushing, pulling, lifting, finger dexterity, and grasping. The classification is considered sedentary, exerting up to 10 pounds of force occasionally and negligible force frequently.