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Philadelphia Gas Works Call Center Workforce Analyst in Philadelphia, Pennsylvania

Philadelphia Gas Works

Looking for a challenge and ready to power up your career?

Free Health Insurance – Free Dental Insurance – Pension Plan – Free Parking – Wellness Programs

The Philadelphia Gas Works (PGW) is the largest municipally-owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers. From its humble beginnings in 1836, PGW has grown into the large, modern facility that exists today. As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth. PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region.

Become part of the PGW Team!

Workforce Analyst/ System Administrator

This level II specialist is responsible for maintaining and improving business processes by analyzing call center staffing, including inbound and outbound calling activities to develop, implement and maintain effective business planning, forecasting and staff needs. The incumbent is responsible for recommending changes to standard modeling approaches used to address issues and solve problems. The System Administrator generates standardized reports conducting detailed analysis of business needs to assist management team in determining best courses of action.

Create maintain, generate, and analyze real, historical and customer reports; prepare forecasting results in a graphical report.

Conduct various studies analyzing, reviewing, and trending information to assist in developing short- and long-range forecasting models for:

Scheduling call center representatives’ ratios that support business-planning activities.

Monitoring call center employees to ensure optimal productivity and quality customer satisfaction.

Generate daily CMS reports; compare actual results to forecast on a daily, intraday, weekly, monthly, and annual basis.

Ensure schedule adherence in the call center; generate and deliver adherence/compliance reports for the management team.

Act as a back-up supervisor to oversee the daily activities of a group of Customer Service Representatives in absence of the supervisor.

Develop, enhance, and maintain call center surveys and benchmarks.

Perform other special projects and assignments as required.

Bachelor's degree in Computer Science, Information Systems, or other related field of study.

3 to 5 years relevant work experience with at least 1-year call center forecasting, staffing, and scheduling experience.

Experience with workforce management tools such as NICE, and Avtex is preferred.

Experience with Dialer is a plus.

Must have leadership ability with a willingness to lead, take charge, and offer opinions to provide guidance and motivate subordinate employees to apply and effective and efficient customer service-oriented approach their daily responsibilities.

Must have written and verbal communication skills with the ability to effectively interact with all levels of staff.

Must have analytical skills with the ability to develop and interpret statistical reports for all levels of staff.

Must have problem solving, planning and organizational skills with the ability to effectively allocate and manage resources across the call center and collection and enable quick identification and efficient resolution of issues.

Must be proficient in the uses of Microsoft Office.

ID: 2023-1724

External Company URL:

ADP Department #: Customer Service [44]

Street: 800 West Montgomery Avenue