Texas Gas Service, a division of ONE Gas Inc., has more than 90 years of tradition providing natural gas service to customers throughout Texas. As the third largest natural gas distribution company in the state, we provide clean, reliable natural gas to more than 630,000 customers.
We are currently hiring for a Customer Service System Workforce Analyst in El Paso, Texas. The Workforce Analyst will manage all aspects of call center efficiency and resource utilization for our inbound call center operations and our offline teams as needed. The position will oversee and ensure our ability to meet service level expectations while maximizing agent utilization.
This role focuses on the analysis of contact center trends, including mutli-channel contact volumes, track and report call activity patterns, staff productivity, and resource allocation. The Analyst will work with multiple skill groups within the contact center to help accurately forecast contact volumes, productivity and staffing requirements. The Analyst will analyze center and agent historical performance, generate schedules, forecast and manage schedule changes. The Analyst will use analysis results to meet business unit goals and objectives.
This position requires an Associate’s degree in business administration, workforce management, other related field or an equivalent of formal education and/or job-related experience. Workforce or resource management experience is preferred along with the ability to use workforce-related software. Applicant should have working knowledge of workforce terms, metrics and usage. Experience using office equipment including computers and related software to include Microsoft Outlook and Excel is required.
Applicant should have ability to read and write fluently in English and possess strong oral and written communication skills. Position may require travel 4 to 5 times per year and will require a current and valid driver’s license.
As a premier employer in the communities in which we do business, we offer competitive compensation, career development and excellent benefits, including three weeks of vacation which may increase based on prior experience in the field, and 401(k) match, among many others.
We’re seeking candidates that show integrity, initiative, and a strong commitment to ethics. Successful candidates must possess and demonstrate the shared values of Ethics, Value, Diversity, Service, and Quality.
How to Apply
Please visit www.onegas.com/careers to view additional details about the job requirements and to register and apply for this position.
Only applicants who meet minimum qualifications will be considered. Only those applicants considered for an interview will be contacted.
Reference Job Opening IRC60068
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status.
Job Type: Full-time
Required experience:
- Call Center Workforce Analysis: 1 year
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