Posted On: 04-10-2019
Position Title: Workforce Management Analyst
Job Location: Jacksonville, FL
Apply Online:

Under general supervision, position is responsible for scheduling staff across the JEA call centers. Responsible for creating call center forecasts, creating FTE requirements and hire date recommendations based on historical call volume and average handle time data analysis. Makes short term and long term call volume and staffing recommendations to operations in order to enhance customer satisfaction with JEA services. Job requires working knowledge of workforce management principles, practices, policies, procedures and techniques. Solves complex problems within established parameters and identifies and recommends responses to new and unusual circumstances and situations. Will be required to work a flexible schedule and/or extended hours as needed to provide continuous customer service.

  • Creates and publishes weekly call center employee schedules.
  • Creates reports and notifies operations managers and senior leadership of current and future staffing needs.
  • Enters in all current day-agent schedule exception requests.
  • Maintains reporting for attendance incidents.
  • Forecasts optimal staffing requirements by analyzing data related to historical call volume, average handle time, shrinkage, occupancy rates, utilization factors, hours of operation, and other workforce statistics.
  • Uses methods such as Erlang C and forecast modeling to identify optimal staffing levels.
  • Utilizes workforce management software to identify historical trends.
  • Coordinates with operations managers during system issues to ensure minimal overall impact to call center customers.
  • Serves as liaison between cross-functional departments regarding future staffing needs.
  • Participates in workforce management software testing and system enhancements.
  • Reviews annual leave submissions for effect on operations and provides approve/deny recommendation.
  • Tracks employee adherence and other call center specific metrics.
  • Analyzes workforce data to identify optimal training schedules for call center employees.
  • Performs other job-related work as assigned.



Associates degree in business or related field and three (3) years of experience in call center workforce management scheduling and forecasting or in a customer contact center role requiring data analysis and trending, critical evaluation and problem solving.
A combination of five (5) years education, training, and/or experience.