Workforce Management Specialist

Workforce Management Specialist

Location: On-site at Milwaukee, WI or Green Bay, WI or Chicago, IL

Duration: 12 Months

Hours: Flexible in a window of 7 AM – 5 PM

Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.

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

• 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.
• 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.
• Development and continuous improvement of Care Center workforce management procedures.
• Identify opportunities and implement methods for more effectively utilizing Care Center resources.
• Provide necessary reports to support the team leader's 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.
• Personal Development.
• 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: A bachelor’s degree is required.

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