Senior Manager Workforce Planning
Share
Job Location:
Newark, DE - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Requisition: 83680
PSEG Company: Public Service Electric & Gas Co.
Salary Range: $ 133000 - $ 218300
Work Location Category: Hybrid Fixed
Were one of the countrys largest energy companies with a vision of powering a future where people use energy more efficiently and its safer and delivered more reliably than ever.Were also deeply connected to the communities we serve with more than 13000 employees working together to support our customers and make a difference every day.
Here youll have the stability and exciting opportunities that come with being a Fortune 500 company along with a supportive friendly work environment where your contributions are valued.
We know life isnt one-size-fits-all and neither is work. Thats why we offer flexible work options depending on the role.
In support of this model roles have been categorized into one of three work location categories:
1. Onsite roles where employees are expected to be onsite daily.
2. Hybrid fixed roles that are a mix of remote work and onsite work fixed days each week
3. Hybrid flexible roles that are a mix of remote work and onsite work but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).
As an employee if you are regularly scheduled to work 20 or more hours per week you will have access to a wide range of comprehensive benefits from day one designed to support your total well-being: medical dental vision parental leave and family leave programs behavioral health programs 401(k) with company match life insurance tuition reimbursement and generous paid time off.
More than 13000 people already call PSEG their work home taking pride in providing safe reliable service to millions of customers. If youre looking for a place where you can build a meaningful career and help power and support our communities wed love to welcome you to the team.
PSEG is not offering visa sponsorship for this position.
Job Summary
At this time only current PSEG employees are being considered.
It 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 reportsand systems
- Oversee and manage the collection analysisand reporting on performance statistics to drive operational efficiencies proactive responsivenessand forecasting
- Partnerwith 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 implementand 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 strategies. Determine 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 chatsand emails
- Develop implement and manage a shift bid and shift trading process. Inform 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 requirements. Partner 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 team. Ensure confidentiality of internal and external data. Perform ad hoc projects and other duties as assigned
Job Specific Qualifications
- Bachelors 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
Department of Energys regulation 10 CFR 810 is required.
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 Energys 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 theattached 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 PSEGs 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.
PSEG is an equal opportunity employer dedicated to a policy of non-discrimination in employment including the hiring process based on any legally protected characteristic. Legally protected characteristics include race color religion national origin sex age marital status sexual orientation disability or veteran status or any other characteristic protected by federal state or local law in locations where PSEG employs individuals.
PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position please call or email
If you need to request a reasonable accommodation to perform the essential functions of the job email Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.
ADDITIONAL EEO INFORMATION (Click link below)
Know your Rights: Workplace Discrimination is Illegal
Required Experience:
Senior Manager
About Company
Public Service Enterprise Group Inc. (PSEG) is a diversified energy company headquartered in Newark, N.J. Established in 1903, the company has long had a key role in fueling New Jersey's economy and supporting the state's quality of life. Public Service Electric and Gas Co. (PSE&G) i ... View more
