Specialist - Workforce Planner, Customer Assistance
About The Position
The Call Center Workforce Planner, reporting to the Project Specialist Customer Assistance, is responsible for optimizing staffing and scheduling to achieve departmental KPIs and enhance the customer experience. This role leverages workforce management systems, analyzes operational data, and recommends staffing levels or schedule adjustments. The planner drives continuous improvement in forecasting, scheduling and prepares reports for management. A proactive, customer-centric approach is essential to foster trust and deliver value for our customers. This position does not provide employment pursuant to the terms of a STEM OPT Training Plan. Mission Statement: Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company’s mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.
Responsibilities
- optimizing staffing and scheduling
- achieve departmental KPIs
- enhance the customer experience
- leverages workforce management systems
- analyzes operational data
- recommends staffing levels or schedule adjustments
- drives continuous improvement in forecasting, scheduling
- prepares reports for management
Benefits
- Rich medical & pharmacy benefits, including vision benefits
- Dental benefits
- Health Savings Accounts
- Health Care and Dependent Care Flexible Spending Accounts
- 401(k) with robust matching
- Employer paid Pension Plan
- Employee Stock Purchase Plan with a generous matching contribution
- State of the art Employee Assistance Program
- Paid Parental Leave
- Generous paid time off plus paid holidays
- Family support: emergency backup child, & elder care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
- Commuter Benefits
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Life and Long-Term Disability Benefits
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
