Workforce Management Scheduler

PPL Corporation•Allentown, PA

11d

About The Position

The Workforce Management Scheduler works under minimal supervision to perform workforce scheduling and real-time monitoring activities that support service levels across customer service channels. The role develops and maintains schedules, tracks attendance, adjusts staffing to meet demand, monitors performance metrics, and supports analysis of service-level gaps. It uses workforce tools and data for forecasting, reporting, and continuous improvement while ensuring compliance with policies and regulations. The position also provides backup support for forecasting, capacity planning, and reporting during peak workloads, special projects, or team absences. It includes an emergency and storm role commitment, which may be activated when the company needs to restore power or respond to issues affecting customer service. Other duties may be assigned, and the employee must comply with all policies and standards.

Requirements

Bachelor's degree in Business Administration, Operations Management, Data Analytics, or a related field, or an equivalent combination of education and experience on a year-for-year basis.
At least 2 years of relevant experience in workforce management, contact center operations, or a related field.

Nice To Haves

Industry experience is preferred.

Responsibilities

Update and maintain workforce schedules to ensure adequate coverage across customer service channels, considering forecasted call volumes and other requirements.
Monitor real-time service levels, queue statuses, and team schedule adherence; take corrective actions to maintain coverage and meet service-level agreements.
Track agent attendance, record absenteeism, update workforce management systems, and communicate attendance issues to team leaders or supervisors.
Handle ad hoc reporting requests, create data visualizations and reports, and present findings to stakeholders.
Gather and validate historical call-volume and handle-time data to support forecasting and capacity planning.
Monitor performance indicators including Average Speed of Answer, Abandon Rate, First Call Resolution, and Customer Satisfaction.
Participate in investigations and root-cause reviews of service-level misses or variances, providing data and insights and assisting with corrective actions and continuous improvement.
Communicate schedule changes, overtime opportunities, and shift adjustments to team members in a timely and clear manner.
Follow established policies, procedures, and regulatory requirements in workforce management activities.
Stay current with workforce management tools, industry best practices, and regulatory changes relevant to the utility sector.
Use dashboards and visualization tools to communicate workforce performance and trends to stakeholders.
Support development and maintenance of workforce management reports and dashboards, ensuring data accuracy and timely distribution.
Provide backup support for forecasting, capacity planning, and reporting during peak workloads, special projects, or team absences.
Participate in the emergency and storm role assignment when needed to support power restoration or other issues affecting customer service.
Perform other duties as assigned and comply with all policies and standards.