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Workforce Management Support & Time Analyst

Date: Nov 10, 2022

Location: Ybor City, Florida, US, 33605

Company: TECO

Title: Workforce Management Support & Time Analyst 
Company: Tampa Electric Company 
State and City: Florida - Ybor City
Shift: 8 Hr. X 5 Days

 

 

POSITION CONCEPT 

The Workforce Management Support & Time Analyst, provides resource staffing and scheduling analysis and recommendations in support of key Tampa Electric and Peoples Gas company’s Contact Center (CC) operations.  The position also performs administration of CC, CE business unit and workforce management applications while providing forecasting, daily and real time analysis and management of multi-channel customer contacts.  This position is also responsible for the accurate time and  attendance management for Customer Service Professionals (CSPs).  The position works closely with the Manager, Workforce Management and Planning, the Managers, Contact Center, Human Relations (HR) and TECO payroll to ensure employee time off is captured accurately in multiple systems.      

 

PRIMARY DUTIES AND RESPONSIBILITIES 

  1. Administers and maintains historical data, team member profiles, forecasting campaigns, team member schedules, skillset assignments and reporting in contact center, business unit and workforce management applications. Performs periodic audits to ensure accuracy
  2. Develops process guidelines and administers the effective handling of scheduled and impromptu off-the-phone activities of the CC including vacations, meetings, projects, etc.  Independently determines most effective scheduling using forecasted and real-time variables for the Call Center and designated business units within Customer Experience
    • Administers the vacation schedule selection/assignment process.   Develops vacation allotment based on independent estimations from historical trending and staff seniority considerations.
    • Manages intraday staffing, fills overtime and downtime availability.
    • Coordinates the availability and lending of CSPs as training, testing or project resources to Customer Experience initiatives and as back-ups with other Customer Service work groups. 
  3. Enters hours worked and employee (STD, FMLA and LOA’s) data daily and validates CSPs entries into SAP/ERP regularly
  4. Tracks CSP occurrences and provides data to interested parties on number of occurrences and total hours of unplanned time as needed
  5. Verifies that all hours and other data (STD, FMLA and LOA’s) have been accurately input into the payroll system
  6. Verifies that all hours and other data (STD, FMLA and LOA’s) have been accurately input into the Workforce Management system
  7. Monitors and enters employee time off as stated from the CSP attendance messaging line and codes the time in both the Workforce Management system

 

SUPERVISION

Indirect Supervision:      May provide oversight to department student clerks and serve as back-up to CC Performance Coaches when unavailable.  

 

QUALIFICATIONS

Education 

Required:    A High School diploma or equivalent.  
Preferred:    Bachelor’s degree in applicable discipline.


Licenses/Certifications 

Preferred:    Workforce Planning certification.


Experience  

Required:    A minimum 3 years’ experience in a call center environment. (A degree with minimum 1 years’ experience may be considered). 
        

Knowledge/Skills/Abilities 

Required:   

  • Proficient in Verint WFM System.  
  • Proficient in SAP System.  
  • Strong mathematical, analytical, communication and organizational skills.  Ability to analyze numerical data and provide recommendations for improvements.  
  • Adaptable to changing environments.  
  • Concise and descriptive written and oral communication skills. 
  • Understanding of call center dynamics, including STD, FMLA and PTO.   
  • The ability to work and multitask in a deadline driven environment. 

Preferred:    Advanced user for MS Office products; Intermediate SharePoint knowledge desirable.  

 

JOB RELATED DIMENSIONS  

 
Adaptability/Leading Change
Business & Job Knowledge*
Judgment*
Ownership & Excellence*
Planning & Organizing
Produce Results*
Teamwork*
Vision & Strategy
Work Safely*
 

WORKING CONDITIONS 

Ability to work irregular hours or extended hours, as needed.  May need to travel to other contact center locations.
 

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

 

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

 

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

 

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

 

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. 

 

 


Nearest Major Market: Tampa

Job Segment: Call Center, ERP, SAP, Sharepoint, Developer, Customer Service, Technology