Workforce Management (WFM) Planning Analyst

Xcel Energy • Eau Claire, WI

339d • $27 - $37

About The Position

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you're looking for. Provide the key staffing and scheduling support to effectively operate the Customer Care contact centers. Develop and communicate short and mid-term workload forecasts (from one week to six months) and staffing plans to meet service level targets. Utilize analysis skills and workforce management software to forecast and track workload and create and maintain employee schedules to meet service level targets.

Requirements

• High School diploma, prefer a BS or BA degree with a strong preference for emphasis in mathematics or business-related fields (two years of experience may be substituted for each year of college).
• Ability to effectively communicate, strong ability to utilize Microsoft Office applications (i.e. Access, Excel and PowerPoint) for the purpose of calculation of data and presentation of results.
• A team player with the ability to react and quickly change tasks in a constantly changing environment.
• One year scheduling experience in a contact center environment, with specific focus on the use of workforce management software (i.e., Aspect, IEX, Verint WFM).
• Available for on-call outside of normal business hours due to storms and unexpected, prolonged spikes in call volume.

Responsibilities

• Analyze historical trends to create and communicate monthly, daily and interval workload forecasts for all contact types to meet service level performance targets.
• Monitor and adjust for changes in workload trends by understanding and incorporating potential impacts to forecast (for example, business process changes, weather events, technology changes, etc.).
• Optimize schedules and staffing following schedule creation accounting for offline time, schedule adjustments, OT, PTO, mobilization, etc.
• Provide consulting expertise to ensure staffing best fits performance goals.
• Support the management of workforce planning activities, evaluate the effectiveness of these activities, and participate in performance improvement initiatives as necessary.
• Track performance metrics such as forecast accuracy, service level, availability, schedule creation effectiveness, etc.

Benefits

• Spot On Bonus
• Medical/Pharmacy Plan
• Dental
• Vision
• Life Insurance
• Dependent Care Reimbursement Account
• Health Care Reimbursement Account
• Health Savings Account (HSA) (if enrolled in eligible health plan)
• Limited-Purpose FSA (if enrolled in eligible health plan and HSA)
• Transportation Reimbursement Account
• Short-term disability (STD)
• Long-term disability (LTD)
• Employee Assistance Program (EAP)
• Fitness Center Reimbursement (if enrolled in eligible health plan)
• Tuition reimbursement
• Transit programs
• Employee recognition program
• Pension
• 401(k) plan
• Paid time off (PTO)
• Holidays
• Volunteer Paid Time Off (VPTO)
• Parental Leave

What This Job Offers

• Job Type: Full-time
• Industry: Utilities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees