Workforce Management Specialist/Associate Workforce Management Specialist

Portland General Electric Company • Tualatin, OR

2d • Onsite

About The Position

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all. PGE is hiring a Workforce Management Specialist/Associate Workforce Management Specialist. The Workforce Management Specialist/Associate Workforce Management Specialist plays a critical role in supporting the daily operations of PGE’s contact center by ensuring the right resources are in the right place at the right time to deliver an exceptional customer experience. This role combines real-time operational decision-making, workforce scheduling, forecasting support, and data analysis to help maintain service levels across multiple customer service functions. Individuals in this role monitor call trends throughout the day, make staffing adjustments in real time, and partner closely with leaders and frontline teams to respond quickly to changing business needs. This is a highly visible, fast-paced role ideal for someone who thrives in a collaborative environment, enjoys solving complex operational challenges, and is comfortable making decisions using data and evolving information. Successful candidates bring strong analytical skills, experience working with workforce management tools and reporting systems, and the ability to communicate effectively across teams and leadership levels. This role offers significant exposure to leadership and opportunities to directly influence operational performance, customer experience, and workforce strategy. We are open to candidates for this opportunity at either the Workforce Management Specialist or Associate Workforce Management Specialist level. Placement at the appropriate level will be based on candidates’ respective qualifications and experience.

Requirements

• Requires a bachelor’s degree in business, statistics, mathematics or other related field or equivalent experience.
• Typically three to five years in customer service, workforce management or a related field. Experience in a contact center that includes forecasting and scheduling preferred. (Workforce Management Specialist)
• Typically one to two years in customer service, workforce management or a related field. (Associate Workforce Management Specialist)
• Knowledge of contact center dynamics, methodologies and operations
• Knowledge of workforce management principles and systems supporting customer service operations
• Intermediate knowledge of federal and state wage and hour laws
• Knowledge of PGE policies and practices around WFM principles
• Skills in retrieving and analyzing data, identifying trends and making recommendations
• Intermediate computer skills in using customer information systems, workforce management systems and Microsoft applications
• Analytical thinking skills
• Working conflict management skills
• Customer focus skills
• Interpersonal skills
• Intermediate organization and prioritization skills
• Problem-solving skills
• Intermediate written and oral communication skills
• Ability to adhere to set response times, deadlines and time-sensitive tasks
• Ability to follow accuracy standards
• Ability to follow through on decision-making tasks
• Ability to interact effectively and collaboratively within a team environment
• Ability to communicate and problem solve when under stress
• Ability to respond and adapt to frequent change
• Ability to accept and demonstrate self-awareness when provided constructive feedback
• Ability to discern feedback and acknowledge ownership of areas of improvement
• Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks
• Ability to successfully collaborate with peers, managers and others within the organization
• Demonstrates sound memory
• Ability to process new information to be applied consistently to work tasks
• Ability to work long hours
• Ability to work a variable schedule
• Ability to report to work and perform work during periods of severe inclement weather
• Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance
• Ability to work on-call schedule
• Computer use (use computer regularly for entire work shift)
• Lifting/pushing/pulling (check appropriate weight): Up to 10 lbs.

Responsibilities

• Conducts in-depth research and analysis to and develop schedule forecasting; tracks and records in the workforce management (WFM) system customer contact center staff changes; predicts hiring and/or position allocation needs and makes decisions about scheduling, including responding to unusually complex unexpected situations; monitors current day performance against the forecast and decides mitigation, if needed; generates mid- to long-term staffing forecasts and produces ad hoc forecasting scenarios.
• Generates weekly schedules using WFM system and short-term forecasts; analyzes available data and makes decisions about schedule modifications; determines the best time to schedule regularly scheduled and unique activities; responds to employee requests, making decisions that balance employee needs, business needs and compliance with laws and regulations; initiates and oversees the schedule bidding process, coordinating the structured vacation bidding process, and adjusting short-term PTO slots.
• Analyzes real-time data on call volume and service levels; decides when and how to adjust schedules; performs intraday assessment of resources and process schedule change requests; decides which schedule request changes to grant; assesses/advises on daily need for overtime to meet key performance indicators and decides how much overtime to grant when; optimizes resources to meet business objectives and overall quality control requirements.
• Researches and analyzes data from multiple sources; compiles information and synthesizes to develop reports, metrics, and other analytics; provides ad hoc statistical analysis or reports on historical and forecasted CSR, ACD, and IVR data.
• Provides information and productivity forecasts to management by observing customer call patterns; advises management on short-term staffing adjustments or reskilling resources to meet service level targets; contributes to schedule bidding, staffing decisions and strategic planning for WFM activities; partners with IT to resolve all WFM system issues.
• Supports senior specialist in collaborating with operational leadership.
• Proactively identifies risks, trends or data anomalies that indicate a need for process improvement and implementation.

Benefits

• performance based incentive bonus
• total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level