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Requisition ID: *[[id]] * Share Our Purpose. Be Yourself. Feel Valued. People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals. We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey. * About American Water* American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders. As one of the fastest growing utilities in the U.S., American Water expects to invest $40 to $42 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities. American Water has been recognized on the 2023 Bloomberg Gender-Equality Index for the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions. For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram. _ Work Environment_ * Position is fully remote, must be within a 2 hour radius of an operating center. _ Primary Role_ * Monitor real-time activity to ensure optimum staffing efficiencies. * Manage multiple staff and product groups to achieve critical metrics for an optimal customer experience (Service level, abandon call rate, schedule adherence, etc). * Planning and optimizing the performance of the call center agents. * Maintain employee and schedule updates in the workforce management system. * Process schedule adjustment requests and compile performance reports. _ Key Accountabilities_ * Monitor real-time call flows, staffing adjustments and agent activity to achieve KPI performance goals. * Manage staffing requirements for multiple products and staff groups. * Recommend action plans to strengthen results and monitor the implementation of activities to achieve those results. * Monitor and manage agent schedule adherence. * Processes requests for; meetings, training, overtime, shift trades, time off, projects, special events, etc. * Manage technical issues (Escalate, track, report on progress, adjust staffing as required). * Provides support for ADHOC requests, reporting, and special projects. * Workforce system updates; Employee information and schedule updates. * Communicates and works with representatives, management, Human Resources, etc. * Workforce system user support, trouble shooting and training. * Performs other related duties as required or assigned. _ Knowledge/Skills_ * Advanced proficiency and computer knowledge of Microsoft Office. * Strong balance of quantitative and analytical abilities, communication and interpersonal skills. * Must be creative, responsive, resourceful and adaptive in a dynamic environment. * Ability to work alone with minimal supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time. * Pipkins Workforce Management suite. * Cisco automated call distribution software. * Demonstrated knowledge interpreting data and information resulting in a recommended outcome. * Ability and willingness to learn new software applications. * Skills in complex problem solving, judgment, critical thinking and decision making. _ Experience/Education_ * Bachelor's degree preferred and 2+ years relevant experience. * 2+ years of workforce experience in a contact center with at least 50 agents using a workforce management system and automated call distribution software. * Workforce management certification or obtained within 18 mo. after entering this position. * MS Office tools (Excel, Power Point, Word, Outlook). * Working closely with internal organizations including: Contact Center Representatives, Operations Management, Business Performance, Etc. _ Travel Requirements_ * As needed up to 5%. _ Other_ * Exceptional analytical skills focused on problem solving and process improvement in a rapidly changing environment. * Must be professional in conduct and practice, and also reliable. * Ability to work 40 hours per week, flexible schedule – hours may vary, and overtime may be required. * Strong interpersonal skills working collaboratively to achieve business goals. * Strong knowledge and understanding of business needs with the ability to establish/maintain high level of customer trust and confidence. * Excellent decision-making ability, balancing what is right with what is realistic. * Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change. * Must have the aptitude and desire to learn new competencies and skills. * Possesses a high energy level, sense of urgency, decisiveness and an ability to work well under pressure. * Strong verbal and written communication skills. * Creative approach to problem-solving with the ability to focus on details while simultaneously maintaining the “big picture-view". _ Competencies_ Champions safety Customer obsessed Cultivates innovation Nimble learning Drives Results Collaborates * Join American Water...We Keep Life Flowing™ * American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.