Workforce Manager (Administrative Officer)

Job Description:

Workforce Manager (Administrative Officer)

Description

Position available with the Water Department - Consumer Services Division
Location: 4800 E. 63rd St.
Salary: $4,711-$7,067 per month

Schedule: Monday-Friday, 8:00 a.m.-5:00 p.m.
Application Deadline: July 6, 2026

Responsibilities

What you'll do

• Perform workforce forecasting, scheduling, and load balancing for the contact center to optimize service and quality levels while ensuring efficient use of resources
• Maintain shrinkage models and staffing plans based on tenure, skill level, and performance trends.
• Generate intra-daily, daily, weekly, monthly, and annual forecasts and compare actual results to forecasts
• Identify improvement opportunities and recommend solutions to support service levels and control overtime costs.
• Maintain and monitor call center statistics, including department-level metrics (ASA, abandonment rate, number of calls) and agent-level metrics (occupancy, adherence, average talk time, number of calls), and compile, analyze, and distribute performance data.
• Perform real-time and daily management of call center operations by adjusting schedules, lunches, and breaks based on demand
• Monitor real-time status, recommend changes and manage out-of-office requests, attendance calendars, and training schedules to maintain staffing levels.
• Collaborate with business partners to improve resource utilization and service levels
• Generate and distribute reports and present performance data
• Support quality assurance efforts, training initiatives, and operational improvements.

What success looks like

• Forecasts and staffing plans align closely with actual workload demand
• Service levels are maintained while minimizing overtime costs
• Real-time adjustments keep operations running smoothly
• Performance data is accurate, timely, and used to improve outcomes

What you get

• Opportunity to influence contact center performance and strategy
• Growth in workforce management, analytics, and operations

Why this role matters
Contact center performance depends on having the right people in the right place at the right time. This role ensures resources are used effectively, service levels are met, and customers receive timely support.
What you'll bring

• Strong analytical and problem-solving skills
• Ability to work with data, forecasting, and reporting tools
• Experience in scheduling, workforce planning, or operations coordination
• Attention to detail and ability to manage multiple priorities
• Ability to communicate insights clearly and collaborate across teams

Qualifications

REQUIRES:

• an accredited Bachelor's degree and 3 years of professional experience in business or public sector administration to include at least 2 years performing administrative and/or supervisory work involving more complex projects or programs
• OR an equivalent combination of qualifying education and experience with at least 2 years performing administrative and/or supervisory work involving more complex projects or programs.
• Preference given for Workforce Management experience.