Customer Service Workforce Management (WFM) Analyst bei New Braunfels Utilities

Position Summary

The Workforce Management (WFM) Analyst plays a vital role in ensuring New Braunfels Utilities (NBU) customer operations consistently meets customer service level goals through effective forecasting, scheduling, real-time monitoring, and performance analysis across all customer support channels. This position is responsible for optimizing real-time workforce efficiency, maintaining service continuity, productivity optimization and enabling data-driven decisions to improve operational performance, productivity and employee engagement for a consistent quality customer experience.

The WFM Analyst will develop and maintain forecasting models, capacity plans, and scorecards while actively managing intraday performance through real-time monitoring of service levels, queue activity, and agent adherence. This role collaborates closely with Customer Service leadership and cross-functional teams to ensure the right people are in the right place at the right time to meet customer needs timely, efficiently, and effectively.

Essential Duties & Responsibilities 

Forecasting, Capacity Planning & Scheduling

• Develop, maintain, and refine forecasting models for monthly, weekly, daily, inter and intra-day interval-level demand across all inbound and customer operation channels.
• Create capacity plans incorporating shrinkage, productivity, and performance metrics to ensure adequate staffing coverage.
• Adjust staffing plans in real time based on volume fluctuations, unplanned absences, or operational changes.
• Recommend scheduling strategies, including schedule bidding, exception handling, and time-off request processes.
• Partner with leadership to balance customer service goals with employee satisfaction by minimizing last-minute changes and maintaining fairness in scheduling.

Real-Time Monitoring & Performance Management

• Monitor live service metrics (SL, ASA, AHT, occupancy, adherence) to ensure targets are met.
• Take immediate corrective actions to resolve staffing gaps, high call volumes, or agent non-adherence.
• Manage intraday activities through WFM tools, including skill re-routing, break rescheduling, and overtime requests.
• Develop and implement a real-time operational framework defining dashboards, monitoring tools, communication protocols, and escalation procedures.
• Provide real-time support during outages, system implementations, and promotional events.

Reporting & Analytics

• Design, maintain, and distribute dashboards, employee’s monthly scorecards, and reports that provide actionable insights into performance and efficiency.
• Conduct trend analyses on adherence, shrinkage, and call volumes to identify improvement opportunities.
• Deliver post-day reviews and root-cause analyses for service-level breaches.
• Create outlier and performance reports identifying metrics such as handle time, hold time, transfers, and escalation frequency.
• Maintain documentation of all WFM processes, staffing adjustments, and operational decisions.

Process Improvement & Stakeholder Collaboration

• Partners with Leadership, QA, Training, and Tech Support to resolve service-impacting issues quickly.
• Recommend process improvements based on data insights, performance trends, and workflow analysis.
• Contribute to the design of WFM operational frameworks and provide recommendations for WFM software, tools, and reporting databases.
• Support initiatives that enhance employee adherence, engagement, and service delivery consistency.

Key Skills and Competencies

• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in WFM platforms/software, real-time dashboards, and Microsoft Excel/Google Sheets or other data analytics tools.
• Strong understanding of contact center metrics (AHT, ASA, SL, occupancy, shrinkage).
• Excellent communication, organization, and decision-making abilities.
• Ability to multitask and remain composed under pressure in a dynamic environment.

Preferred Qualifications

• 2–5 years of experience in Workforce Management and/or Contact Center Operations.
• Equivalent experience, skills, and abilities may be considered in lieu of degree
• Experience with multi-site or omnichannel contact center environments.
• Familiarity with WFM scheduling, forecasting best practices, and scorecard frameworks.
• Knowledge of performance management frameworks and capacity planning methodologies.

Performance Goals

• Provide actionable, timely/real-time reporting and insights to leadership for data-driven decision-making.
• Improve forecast accuracy, agent adherence, and overall service level achievement.
• Support continuous improvement efforts that enhance both customer and employee experience.
• Ensures leaders consistently meet performance management disciplines and productivity expectations by leveraging scorecard data to drive accountability and continuous improvement.

General Responsibilities

• Maintains regular attendance; leave schedule should be managed so as to not interfere with ability to
• accomplish tasks, including special projects and assignments with deadlines or negatively affect direct reports' ability to do their jobs when applicable. 
• Adheres to NBU safety guidelines and practices at all times and in all situations.
• Maintains a clean and safe work area, office, field site, and vehicle as applicable.
• Maintains strict confidentiality of business, employee, and customer information in written and oral communications and safeguard sensitive documents.
• Develops and maintains effective customer service skills for communications with co-workers, customers, and the public in general.
• Adheres to NBU policies and procedures.
• Exemplifies NBU Core Values of Integrity, Stewardship, Team, and Safety.
• Participates in and supports initiatives to reach annual NBU Performance Measures.

Formal Education and Work Experience Requirements

Degree/Diploma Obtained: Bachelors

Work Experience Time Frame: Five Years or More 

Field of Study: Business, Operations Management, or related field (preferred).

Other: - Equivalent experience, skills, and abilities may be considered in lieu of degree

Certification and Licensures Requirements

Valid Texas Driver's License required to operate company vehicles

Other Minimum Qualifications

- Excellent verbal and written communication skills

- Demonstrate strong interpersonal skills and a high degree of professionalism 

- Organized, detail oriented, and ability to multi task 

- Demonstrate ability to take initiative and drive projects with minimal supervision 

 - Demonstrate ability to manage multiple project streams efficiently and diplomatically in a high-pressure, complex environment

Other Software Knowledge

Microsoft Office Suite, VPN connectivity, Avaya soft phone,.

Experience with Machines, Tools, Equipment and Other Work Aids

Personal Computer, Copier, Scanner, Printer, Receipt Printers, Calculator, Telephone