Workforce Management Analyst

HomeJobs ListPosting Workforce Management Analyst Organization Colorado Springs Utilities Region Canada, Colorado, Colorado Springs End Of Contest September 16, 2026 Type Full time Category Human resources Twitter Facebook Linkedin Send Save Print Description Our Task Automation & Data Analytics team supports the contact center by turning data into actionable information. Using data from customer service systems, workforce management tools, and other business applications, our team helps leaders make informed decisions, improve processes, and identify opportunities to better serve our customers. As a Workforce Management Analyst , you'll support daily staffing and operational needs of our contact center. This role works closely with supervisors, analysts, and customer service teams to ensure staffing aligns with customer demand, service levels are met, and workforce data is accurate and meaningful. Furthermore, this position helps develop reporting, identify trends, and support automation and process improvement efforts. What Else Will You be Doing? Developing, automating, and analyzing workforce management and productivity reports, including staffing, call volume, service levels, response times, average handle time, shrinkage, and agent productivityMonitoring intraday performance and coordinating schedule adjustments, overtime, time off requests, training, and meetings to maintain appropriate staffing levelsPresenting data findings, trends, and recommendations to leadershipParticipating in special projects involving process improvement, performance measurement, and operational planningAssisting with call, chat, email, and back-office work routing strategies to improve efficiency and customer experienceSupporting and enhancing reporting from our natural language understanding (NLU) voice transcription platformPartnering with supervisors, analysts, Human Resources, Training, and customer service representatives to understand upcoming business changes and workforce impacts Who You Are Experience with data analysis, reporting, and dashboard development, preferably in a customer service or contact center environmentAbility to work with large datasets and translating findings into practical recommendationsAbility to identify trends, solve problems, and balance competing prioritiesAbility to communicate data findings effectively to technical and non-technical audiencesProficient in Microsoft Excel and data reporting toolsStrong attention to detail and an interest in finding opportunities to improve processes through automation and data-driven decision making Read the full posting. Contact Colorado Springs Utilities 121 S Tejon - 5th Floor Colorado Springs Colorado United States www.csu.org From the same organization Distribution and Collection Specialist Apprenticeship - Colorado Springs Utilities 11 Nov, 2026 Senior Engineer (IV) – Project Technical Lead - Colorado Springs Utilities 11 Nov, 2026 Senior Workforce Management & Automation Analyst - Colorado Springs Utilities 11 Nov, 2026 MORE