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NEOGOV · 7 hours ago

Management Analyst, Senior - Workforce Management/Forecasting

730 East Broad Street, VA

Full-time

Onsite

Mid, Senior Level

$61K/yr - $115K/yr

4+ years exp

NEOGOV is seeking a qualified candidate to fill the Management Analyst, Senior position in Workforce Management/Staff Forecasting for the Customer Service Division of the City of Richmond. This role involves senior-level analysis, managing customer service levels, and overseeing staffing forecasts primarily for the Customer Service Call Center and Walk-Up Centers.

GovTechHuman ResourcesInformation TechnologySoftware

Responsibilities

Senior-level analysis with involvement in data gathering, data compilation, advanced analysis and developing recommendations and reports

Managing customer service levels while reducing business costs and optimizing the efficiency of employee productivity by analyzing statistical data

Forecasting department staffing primarily for Customer Service Call Center and Walk-Up Centers

Overseeing and understanding critical and complex programs and projects

Provide policy support, and program/project administration that requires independent evaluation and analysis of issues related to the performance of multiple tasks and decision-making

Analyzing complex issues to facilitate and execute program/project decision-making; managing city-wide programs; serving on inter- and intra-departmental committees and task forces, and drafting and revising documents

Analyze and monitor work completion for field staff

Managing and oversight of workflow systems

Qualification

Data analysisForecastingProgram managementMathematicsMicrosoft Office SuiteCustomer serviceWritten communicationProblem solving

Required

Bachelor's degree in business or public administration, or field related to assignment

Four years of journey-level professional experience in area related to assignment, such as program/project management or management/policy/financial analysis

An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

Intermediate to advanced level mathematics and statistics

Thorough knowledge of computer programs such as Microsoft Office Suite, Adobe Acrobat Electronic, electronic databases and related software applications

Ability to gather and compile data, analyze and aggregate data, develop recommendations and reports based on data and communicate results of analyses and recommendations to leadership

Ability to develop and interpret manuals and standard operating procedures as necessary

Ability to provide exceptional customer service while working in a team environment

Excellent oral and written communication

Demonstrated ability to problem solve, plan, prioritize, multi-task and manage time effectively

Preferred

Bachelor's degree in business/public administration or field related to assignment

Two-three years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis and field service order completion

Three years of Customer Service/Logistics/Dispatch/administrative experience

An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification