Philadelphia Gas Works

  • Call Center Systems Administrator

    Customer Service Department
    Employment Status
    Customer Service/Support
    Job Locations
    ADP Department #
    Customer Service Department [44]
  • Overview

    The Systems Administrator is a temporary only opportunity. The Systems Administrator is responsible for maintaining and improving business processes by researching and analyzing call center staffing, call intake and collection activities in order to develop implement and maintain effective business planning, forecasting and staff needs. The System Administrator is responsible for recommending changes to standard modeling approaches used to address issues and solve problems. The Systems Administrator generates standardized reports conducting detailed analysis of business needs to assist management team in determining best course of action.


    Create, maintain, generate and analyze real, historical and customer reports and prepare forecasting results in a graphical report.


    Conduct various studies analyzing, reviewing and trending information to develop short and long range forecasting models to:


    • assist in the successful forecasting and scheduling of call center representatives, scheduling ratios that support business-planning activities; and


    • assist in the development and monitor call center employees to ensure optimal productivity and quality customer satisfaction.


    Generate daily Call Center reports; compares actual results to forecasts on a daily, intra day, weekly, monthly and annual basis.


    Ensure schedule adherence in the Call Center and Collections; generates and delivers adherence/compliance reports for the management team.


    Develop, enhance and maintain call center surveys and bench marks.


    Develop and maintain effective communication channels with all functional groups to support business planning activities


    Perform other related duties, special projects and assignments as assigned.





    Bachelor's in Computer Science, Information Systems or other related field of study.


    Minimum 3 years relevant work experience with at least 1 year call center forecasting, staffing and scheduling experience.


    Leadership ability with a willingness to lead, take charge and offer opinions in order to provide guidance and motivate subordinate employees to apply an effective and efficient customer-service oriented approach their daily responsibilities.


    Excellent written and verbal communication skills with the ability to effectively interact with all levels of staff.


    Excellent analytical skills with the ability to develop and interpret statistical reports for all levels of staff.


    Excellent problem solving, planning and organizational skills with the ability to effectively allocate and manage resources across the Call Center and Collections and enable quick identification and efficient resolution of issues.


    Superior planning, organizational and time management skills to effectively allocate and manage resources across the Call Center


    Advanced statistical analysis skills


    Strong problem-solving and intuitive skills in recognizing and resolving issues


    Advanced level PC skills (Word, Excel, Access and PowerPoint)


    Operational knowledge of Call Centers and Call Center reporting




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