Supervisor Workforce Planning

Overview Reporting to the Manager of Workforce Optimization, the Workforce Management Supervisor is responsible for implementing policy, improving performance, and providing leadership to the Workforce Management & Metrics department. The Leader is responsible for managing and executing workforce management strategy, while collaborating with peers across PPL EU, LKE, or RIE operating company. The scope includes leading a team across multiple sites and driving performance while serving approximately 2.5 million residential and business customers covering both gas and electric usage. Responsibilities • As an active partner, operate within the Scales Agile Framework (SAFe) as a subject matter expert to develop/implement WFM execution strategies for Workforce Planning. • Achieve TMO targets by working with product owners as a subject matter expert to drive IT and business transformation within the Workforce Management space by supporting the integration of IT/CCaaS/LMS/HR systems into NICE to optimize forecasting, scheduling, intraday planning, real time management, and performance analysis. • Demonstrate operational leadership to plan and execute complex end to end Workforce Management strategies-including capacity planning, forecasting, scheduling, intraday, real-time management and performance assessment, • Support operations across internal staff and external vendor partners for over 600 agents, multiple geographies (Onshore and Offshore), union and non-union, brick and mortar and virtual staff for incoming/outbound calls, email, chat, and social media • The successful candidate must be able to successfully comply with labor laws that govern staffing and scheduling for both union and non-union employees, as well as labor laws that govern scheduling rules for US and non-US territories. • Build collaborative relationships to influence functions/entities that directly impact Customer Delivery workload, budgetary decisions, service strategy, etc. (i.e. Contact center, Marketing, Billing, Finance, Jurisdictions, Operations, IT, Regulatory, etc.). • Ensures process compliance with forecasting and planning obligations and outputs • Incorporate strategic five-year business plans into long-term and short-term capacity plans; build tactical daily and intraday plans to ensure proper flow through of strategy into daily execution and management of the Real Time Command Center • Identify WFM and/or operational process enhancements based on enhanced capabilities provided by the new call center technologies, corporate initiatives, etc. • Build strong business practices and controls to drive predictable results and outcomes • Ensure appropriate mitigation and business continuity plans as needed. • Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision. • Performs other duties as assigned • Complies with all policies and standards Qualifications Required education: - Bachelor's Degree in Business or related field, or an equivalent combination of education and experience Required experience: - 5+ years of progressive workforce management and strategy experience. - A demonstrated ability to lead and manage cross-functional teams/projects, absorb information, develop creative/practical business solutions, and achieve desired results in a highly technical, operational environment is required. This position requires an in-depth knowledge of call center workforce management and network routing technologies. - Must possess knowledge of contact center staffing, call volume forecasting and deep experience with workforce management tools. - Ability to work with and communicate workforce management strategies with Customer Delivery operational leadership to drive performance towards common objectives. - Excellent analytical, organizational, and time management skills with the ability to manage a diverse range of projects simultaneously. - A highly collaborative, bright professional with a track record of roles with progressive responsibility, proven leadership experience with a reputation for ability, integrity, and credibility. - Demonstrated track record of driving performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results. Preferred Qualifications: - 7+ years of workforce management experience - Utility experience