Senior Manager Workforce Planning

PSEG•Newark, NJ

1d•Hybrid

About The Position

This role is for a Workforce Planning Manager for a customer contact center. The primary focus is to manage customer satisfaction and service levels while reducing business costs and increasing employee efficiency. Key responsibilities include forecasting staffing needs by considering contact volume, headcount requirements, and time-off requests. The ideal candidate will foster a high standard of customer care, provide positive support to employees, and understand financial needs, often requiring real-time monitoring and oversight.

Requirements

Bachelor’s degree in Accounting, Finance, Business or a related major.
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 Energy’s regulation 10 CFR 810 is required.

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 ensure 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.