Seattle Public Utilities
Contact Center Forecasting & Scheduling Analyst (Sr. MSA)
Seattle Public Utilities, Seattle, Washington, us, 98127
Contact Center Forecasting & Scheduling Analyst (Sr. MSA)
Seattle Public Utilities (SPU) is seeking a Contact Center Forecasting & Scheduling Analyst (Sr MSA) to manage workforce forecasting, scheduling, optimization, and analysis on our new Genesys Cloud CX platform.
Responsibilities
Generate accurate short‑ and long‑term call volume and handle time forecasts.
Create and adjust agent schedules, including breaks, meetings, training, and approve schedule exceptions.
Manage agent time‑off requests and track staffing availability.
Analyze weekly forecasts, schedules, and staffing to achieve performance targets and provide mitigation plans.
Perform "what‑if" and post‑shift performance analyses to drive improvements.
Develop and maintain data visualizations with Genesys Cloud, Tableau or Power BI.
Identify and implement system and process improvements, partnering with stakeholders.
Lead project work related to Genesys Cloud implementation and contact‑center staffing.
Qualifications
Minimum 3 years of experience in workforce management, operations or analytics.
Bachelor’s degree in business, public administration, finance, computer science or related field.
Strong understanding of contact center workforce management principles and best practices.
Proficiency with Genesys Cloud WFM, data analysis (Excel, SQL) and visualization tools.
Excellent written and verbal communication skills.
Ability to work independently and collaborate with cross‑functional teams.
About Seattle Public Utilities SPU is a community‑centered utility dedicated to providing safe, reliable and affordable water, solid waste and wastewater services to Seattle residents and businesses. For more information, visit
https://www.seattle.gov/util .
Equal Opportunity Employer. EEO Statement: The City of Seattle encourages people of all backgrounds to apply.
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Responsibilities
Generate accurate short‑ and long‑term call volume and handle time forecasts.
Create and adjust agent schedules, including breaks, meetings, training, and approve schedule exceptions.
Manage agent time‑off requests and track staffing availability.
Analyze weekly forecasts, schedules, and staffing to achieve performance targets and provide mitigation plans.
Perform "what‑if" and post‑shift performance analyses to drive improvements.
Develop and maintain data visualizations with Genesys Cloud, Tableau or Power BI.
Identify and implement system and process improvements, partnering with stakeholders.
Lead project work related to Genesys Cloud implementation and contact‑center staffing.
Qualifications
Minimum 3 years of experience in workforce management, operations or analytics.
Bachelor’s degree in business, public administration, finance, computer science or related field.
Strong understanding of contact center workforce management principles and best practices.
Proficiency with Genesys Cloud WFM, data analysis (Excel, SQL) and visualization tools.
Excellent written and verbal communication skills.
Ability to work independently and collaborate with cross‑functional teams.
About Seattle Public Utilities SPU is a community‑centered utility dedicated to providing safe, reliable and affordable water, solid waste and wastewater services to Seattle residents and businesses. For more information, visit
https://www.seattle.gov/util .
Equal Opportunity Employer. EEO Statement: The City of Seattle encourages people of all backgrounds to apply.
#J-18808-Ljbffr