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Analyst, Workforce

Company: Spire
Location: Saint Louis
Posted on: September 22, 2019

Job Description:

Company Overview
At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It's a simple idea, but one that's at the heart of our business. We're dedicated to understanding our customers' needs and goals to better serve them today and tomorrow. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:

Living Spire (Essential Behaviors)



  • We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
  • We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
  • We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
  • We Have Perspective: We strive to gain additional perspective about Spire's business and the ever-changing energy industry. We know that every employee plays an important role in Spire's success, and we give our best to better understand how to help move the company forward.


    Summary
    Spire is seeking a Workforce Analyst to work in the St. Louis operation. This position will be responsible for forecasting and managing workload and resource requirements to ensure performance targets are met for Customer Experience. This position will also be responsible for deploying, tracking and reporting metrics used to evaluate the performance of individual employees and report performance to Customer Experience leadership.
    Duties and Responsibilities





    • Manages highly complex workforce planning and workload routing applications for customer experience operations technology applications, and acts as an IT liaison for all customer service hardware and software associated with staff forecasting, attendance, productivity, interaction monitoring, employee communications, phones and IVR.
    • Manages workforce planning efforts for 3 regional contact centers and meter to cash areas and makes recommendations of workforce efficiencies and operational improvements to customer experience leadership.
    • Develops, tracks, analyzes and reports key performance indicators for customer experience.
    • Configures and generates reports on demand using workforce management and tracking software.
    • Responsible for all monthly performance Public Service Commission reports.
    • Evaluates scheduling and staffing trends to recommend schedule optimization.
    • Optimizes the use of staff forecasting and scheduling systems to ensure adherence to schedule and service level achievement.
    • Partners with business unit leaders to develop and implement short and long-term solutions to facilitate delivery of overall business strategy.
    • Evaluates new and existing contact center technology to increase staff performance; assists with testing modifications to improve customer experience and call handling efficiencies.
    • Forecasts long-term and short-term staffing needs by utilizing workforce technology, weather forecasts, disconnection volume and historical work volume.
    • Other duties as assigned



      Essential Characteristics and Competencies
      Supervisory Responsibilities
      None
      Required Education (certifications, licenses)





      • Bachelor's Degree in a business-related field is required
      • Minimum of 3 - 5 years of data analytics is required



        Required knowledge, skill and abilities





        • Ability to demonstrate the essential behaviors
        • Ability to lead by example in support of the company's essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual's unique skills and perspectives
        • Ability to recognize problems and respond, systematically gather information, sort through complex data, understand consequences of decisions, seeks input from others
        • Ability to make difficult decisions and communicate those decisions to others
        • Ability to set challenging and productive goals for the team and holds others accountable for actions
        • Ability to use means available to measure results and provide feedback
        • Ability to provide and communicate clear performance objectives
        • Ability to define roles/responsibilities, motivate and set strategy
        • Ability to understand and use technology
        • Collect, analyze and interpret data and statistics using quantitative and qualitative methods.
        • Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people.
        • Ability to work independently and manage time effectively in order to meet individual goals and deadlines.
        • Ability to work as part of and lead a team displaying a positive attitude in a dynamic environment.



          Physical demands, environment and schedule





          • Work is normally performed in a shared office environment
          • Typically, 8 hours a day, Monday through Friday. Occasional after- hours work may be required.
          • Up to 10% travel to other parts of state and company.



            Competencies
            We AdvanceWe CareWe CollaborateWe Have PerspectivePosting Requirements
            Disclaimer: The above statements are intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

            Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

            Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer.

            We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual's race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.

            Job Location: St Louis

            Job Segment:

            Testing, Business Process, Technology, Management

Keywords: Spire, Springfield , Analyst, Workforce, Professions , Saint Louis, Illinois

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