Workforce Management Specialist

Workforce Management Specialist

Pay rate - ***-*** May be located in Milwaukee, Chicago or Green Bay. Hours flexible in window of 7am – 5pm

Location: Milwaukee, WI 53203 Chicago, IL 60601 or Green Bay 53203. Duration: 12 Months

Job Description:

• This individual will report to the Care Center Operations Senior Team Leader.
• Will primarily be responsible for forecasting, scheduling and real time monitoring of Care Center Consultants and the interactions they handle across three internal locations and one vendor.
• This includes: forecasting calls, email and back-office volumes and workloads; vacation, and planning offline work including meetings, coaching sessions and training; implementing real time management systems and procedures.
• Assisting Care Center Leadership providing staffing support during weather events and outside regular Resource Planner business hours through a weekly on call rotation.

Essential Functions:

(50-70%) Manage allocation of Care Center Operations staff & other resources (300+ individuals).

• Create and modify work schedules that efficiently meet projected resource requirements and service level objectives, follow contractual scheduling requirements, address quality of life concerns and achieve budget objectives.
• Work with the training staff and work groups to develop training schedules that ensure critical training needs are met while achieving operational and service level objectives.
• Develop and administer vacation schedules that support employees' vacation needs while ensuring that operational and service level objectives are not compromised.
• Forecast (and reforecast) staffing needs, schedule and assign offline work while ensuring that operational and service level objectives are met
• Facilitate the transition of new hire consultants from training to call taking, including scheduling mentoring and floor walking

(50-70%) Real Time Resource Management for Care Center Operations.

• Utilize real time management procedures that maximize the occupancy of all dedicated and supplemental resources in the care centers.
• Responsible for making real time evaluations and projections of workload volumes.
• Evaluate workload projections and work closely with the Care Center Leadership on taking appropriate actions to meet performance objectives and fully utilize all CS Care Center within budget.

(10-30%) Development and continuous improvement of Care Center work force management procedures. Specifics include:

• Identify opportunities and implement methods for more effectively utilizing Care Center resources.
• Provide necessary reports to support team leader implementation of the standards.
• Evaluate performance to budget requirements and identify differences to planned budget and potential causes.
• Monthly performance reports.
• Workforce management system reports.
• Performance Management reports.
• Other reports as determined to be necessary.

(5%) Personal Development. Specifics include:

• Establish a career plan in coordination with the Operations Senior Team Leader that will enhance the acumen of the Resource Planner consistent with industry trends.
• Actively pursue knowledge in the utility industry and ensure up-to-date best practices are learned.

Minimum Requirements:

Education: Bachelor's degree is required.

Experience: 3-5 years' experience workforce management, resource allocation, etc. Experience in leadership. Experience/advanced knowledge: Workforce Management Software. Aspect preferred.