Senior Manager Workforce Planning

PSEG•Newark, NJ

1d•$133,000 - $218,300•Hybrid

About The Position

We’re one of the country’s largest energy companies, with a vision of powering a future where people use energy more efficiently and it’s safer and delivered more reliably than ever. We’re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day. Here, you’ll 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 offer a flexible work environment designed to balance employee needs with collaboration and operational excellence. Roles fall into two categories: Onsite: Employees work onsite daily. Hybrid: A blend of remote and onsite work, with at least three onsite days per week required. 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 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you’re looking for a place where you can build a meaningful career and help power and support our communities, we’d love to welcome you to the team. PSEG is not offering visa sponsorship for this position. Job Summary: 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.

Requirements

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.

Nice To Haves

Knowledge of union rules/contracts and ability to effectively interact with union leadership

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 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, chats and 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