Requisition: 84039
PSEG Company: Public Service Electric & Gas Co.
Salary Range: $ 133,000 - $ 218,300
Work Location Category: Hybrid
Job SummaryIt is essential that the Workforce Planning Manager for our customer contact center be able to manage customer satisfaction and service levels while working to reduce business costs and boost the efficiency of our employees. One of the main functions of this position is forecasting our staffing needs, so you will need to consider the contact volume, headcount requirements and time-off requests. The ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees and understand our financial needs. This will often require real-time monitoring and oversight of employees.
Job Responsibilities- Manage, delegate, coach and provide guidance for the workforce management team; train WFM team members and other stakeholders on the use of workforce planning tools, reports and systems
- Oversee and manage the collection, analysis and reporting on performance statistics to drive operational efficiencies, proactive responsiveness and forecasting
- Partner with IT and other departments to insure new processes and technologies are implemented and achieve expected outcomes. Forecast long and short-term call volume based on company drivers adjusting for secular and seasonal trends. Participate in the development of optimal queue design and skill-based routing
- Oversee staff shift communications relating to WFM; escalate interruptions or impacts to service level delivery as needed. Develop, implement and manage workforce management processes; ensure utilization to properly fit organization needs
- Produce staffing models for volume forecasts by queue or program; use this information to provide overall company budget and staffing strategiesDetermine staffing requirements by week; analyze and trend call arrival patterns to adjust staffing needs across departments. Provide all appropriate reporting on workforce management - staffing, queues, efficiency, performance and productivity measures
- Monitor all call and work order queues. Manage "off phone" time including planned and unplanned time off, meetings, trainings, etc; report on onsite and offsite shrink
- Schedule across multiple staff groups (Customer Service, Collections, and New Construction) and different work types - calls, work orders, chats and emails
- Develop, implement and manage a shift bid and shift trading processInform management of operational, budgetary or resource issues in a timely fashion; escalate issues as necessary
- Partner with internal stakeholders to optimize and update IVRs and call routing strategies; liaise with the technology teams to meet business requirementsPartner with operations to develop appropriate staff KPI metrics and balanced scorecards
- Coordinate with talent acquisition and training departments for all staffing needs. Contribute to project improvements across the customer service organization operations teamEnsure confidentiality of internal and external data. Perform ad hoc projects and other duties as assigned
Job Specific Qualifications- Bachelor's degree in Accounting, Finance, Business or a related major and a minimum of 8 years of workforce planning experience within a Call Center.
- Minimum of 4 years' managerial experience
- Demonstrated understanding of appropriate regulations
- Experience using NICE IEX software or similar contact center programs/softwares
- Strong, demonstrated leadership and communication skills
- Strong analytical and financial skills
- Ability to develop organizational talent and manage performance
- Must meet and maintain nuclear requirements for Unescorted Site Access.
Desired- Knowledge of union rules/contracts and ability to effectively interact with union leadership
Some positions at PSEG require access to information covered by the Department of Energy's regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a "Generally Authorized" destination on the attached list not also a citizen, national, permanent resident of any country not listed; OR (4) a "Protected Individual" under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).
As an employee of PSEG, you should be aware that during emergency restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
For all roles, PSEG's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing.
Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result.
If you are a current PSEG Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI.
