Find The RightJob.

City of Detroit

Workforce Optimization Analyst (Internal employees only)

Salary

$53,600.00 - $80,400.00 Annually

Location

DWSD -735 Randolph Detroit MI 48226, MI

Job Type

Classified- Regular (DWSD Only)

Job Number

KC-032026-502061

Department

Water Department

Opening Date

03/18/2026

Closing Date

3/20/2026 11:59 PM Eastern

Bargaining Unit

9031-Non Union Appointees (DWSD)

Description

This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.

Applicants for open positions at the Detroit Water and Sewerage Department must be authorized to work for ANY employer in the U.S. The Detroit Water and Sewerage Department is unable to sponsor or take over sponsorship of an employment Visa at this time.

SUMMARY:

The Workforce Optimization Analyst is responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outgoing phone, chat, appointment setting, dispatching and email volume for Detroit Water and Sewerage Department (DWSD) Customer Service Call Center.

ESSENTIAL JOB FUNCTIONS:

Tactical planning and historical trend analysis to ensure call center achieves key performance indicators on a daily and interval basis.
Data analysis to achieve service level objectives, improve efficiencies and deliver exceptional customer service
Monitor, adjust and optimize human resource utilization real-time to meet operational and business objectives.

RELATED JOB FUNCTIONS:

Realign resources to optimize coverage and service based on skill set and priority
Communicate with front-line leaders to ensure they have the data needed to address staffing needs
Monitor real-time service levels, average speed of answer using WFM and Real-Time Adherence software and telephony/routing reporting, to ensure all call center agents are complying and service levels are met
Responsible for assisting in the daily efforts to provide outstanding customer experience by performing real-time management to service level and agent performance in an omni-channel contact center environment
Keep up to date with technology and infrastructure
Facilitate meetings
Set priorities
Recommend and ensure DWSD policies and procedures are followed
Improve schedules for efficient use of resources to achieve service level goals
Initiate schedule adjustments based on real-time monitoring of inbound and outbound queues for variances to forecasts
Process real-time schedule requests
Review and approve agent time off and schedule change requests
Provide support for ad-hoc requests and projects
Provide daily/intraday performance reports to Leadership
Monitor WFM systems performance
Collaborate with multiple teams to identify opportunities to further optimize performance
Performs any other related duties as required or assigned

Perform related work duties as assigned.

Examples of Duties

Knowledge of:

Will be responsible for tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.
Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.
This position is accountable for monitoring, adjusting, and optimizing staff levels for real-time staffing needs to meet operational and business objectives.
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.

Advanced skills using Microsoft Excel as well as workforce management software, such as IEX, Bright Pattern and Aspect in a business environment
Ability to prioritize and meet tight deadlines
Compiles Analytical Metrics
Proactively identify risks, and opportunities around business performance
Realign resources to optimize coverage and service based on skill set and priority
Communicate with front-line leaders to ensure they have the data needed to address staffing
KNOWLEDGE OF:
- Operating procedures
- Safe work practices
- Advanced skills using Microsoft Excel, Google sheets, workforce management software (ex. IEX), and contact center applications (ex. BrightPattern and Aspect) in a business environment
- Industry standards within the water and sewerage industry or related field
- Federal, State and local regulatory guidelines

SKILL TO:
- Workforce Management Software
- Data Analysis
- Forecasting
- Scheduling
- Reporting
- Problem-solving
- Critical thinking
- Use advanced technology
- Analyze and make decisions consistent with department policy

Minimum Qualifications

KNOWLEDGE OF:

Operating procedures
Safe work practices
Advanced skills using Microsoft Excel, Google sheets, workforce management software (ex. IEX), and contact center applications (ex. BrightPattern and Aspect) in a business environment
Industry standards within the water and sewerage industry or related field
Federal, State and local regulatory guidelines

SKILL TO:

Workforce Management Software
Data Analysis
Forecasting
Scheduling
Reporting
Problem-solving
Critical thinking
Use advanced technology
Analyze and make decisions consistent with department policy

ABILITY TO:

Demonstrate decision making/complex problem solving
Proactively gather the right data from appropriate source
Probe/consider all the facts, other perspectives
Conduct root cause analysis
Prioritize key factors
Act decisively, promptly and confidently
Refer to long-term plans and goals
Prioritize and meet deadlines
Analyze with attention to detail, timeliness and accuracy
Effectively utilize appropriate security and safety equipment and procedures
Communicate effectively, both verbally and in writing with internal and external customers
Understand and follow verbal and written instructions
Establish, build and maintain effective working relationships
Communicate frequently with team members and other units across the Department about process, equipment or potential problems
Work with advanced technology and departmental applications
Learn new software and procedures
Make work processes more effective and efficient
Maintain regular and reliable attendance
Work with minimal supervision
Sit or stand the entire workday viewing a computer monitor

Supplemental Information

REQUIRED EDUCATION AND EXPERIENCE (position requirements at entry)

3+ years of Workforce Management experience in an omnichannel, skill-based contact center environment required.
Experience with Workforce Management software including forecasting, scheduling, performance tracking, and reporting and contact center applications (ex. BrightPattern and Aspect)

ESSENTIAL REQUIREMENTS

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Environmental Working Requirements:

Work is performed in an office or plant environment with exposure to computer screens and noise.
Other Requirements: Valid Michigan Driver’s License

Ability to work irregular hours, to commute to DWSD facilities and work sites, and respond to after-hour emergencies and on-call responses.

This title is a non-Civil Service and at-will position. The organization may, in its sole discretion, fill this position on a full-time basis. The organization may in its sole discretion utilize a contract of employment, “direct hire”, or other process to fill the Position within this Title. Incumbency in a position within this title does not create a property right or expectation for the incumbent. The presence of this title or the position within this title does not in any way restrict the organization’s sole discretion to utilize independent contractors or other means to provide for the performance of this work

EMPLOYMENT BENEFITS

The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following:

HEALTH

Medical - Eligible for hospital, surgical, and prescription drug benefits.
Dental
Vision

INSURANCE

Life Insurance - Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent.
Long-Term Disability Insurance (Income Protection Plan) - The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.

PAID TIME OFF

Sick Leave
Vacation
Holidays

OTHER LEAVE BENEFITS
The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave,

RETIREMENT BENEFITS
City Employees Retirement System
As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:

Completion of thirty (30) years of service;
At age sixty (60) if you have at least ten (10) years of service, or
At age sixty-five (65) with eight (8) years of service.
In the event of disability, other eligibility rules apply);
An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;
Employees are vested after ten (10) years of service, regardless of age.

ADVANCEMENT OPPORTUNITIES - Employees have many opportunities for growth and career advancement throughout all City departments and divisions.

Have a successful career with the City of Detroit. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of Detroit.

Similar jobs