2 Workforce Planning Coordinator Jobs in Hagerstown, MD
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Workforce Planning Coordinator
$68k-92k (estimate)
Full Time | Utilities
2 Weeks Ago
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NiSource is Hiring a Workforce Planning Coordinator Near Hagerstown, MD
DescriptionJob Title: Workforce Planning CoordinatorJob Code: NP3425Job SummaryAccountable for the accurate forecasting of center call, e-mail, and correspondence workloads and scheduling customer service representatives to meet target service levels. Also responsible for analyzing call trends, entering of intra-day exceptions, and balancing calls among the customer service representatives within each contact center. Works under the direction of the Lead Workforce Coordinator and with Contact Center Management, Human Resources, and Labor Relations to insure adherence to company policies and contractual requirements.
Key Results
Work AuthorizationAuthorized to work in the United States without requiring sponsorship.
Inclusion & DiversityValue inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.
Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.
Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.
Equal Employment OpportunityNiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.
By applying, you may be considered for other job opportunities.Safety StatementPromote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.
Salary Range$50,900.00 - $71,200.00
Posting Start Date2024-05-22
Posting End Date (if Applicable)2024-06-05
Please note that the job posting will close on the day before the posting end date.
SummaryAccountable for the accurate forecasting of center call, e-mail, and correspondence workloads and scheduling customer service representatives to meet target service levels. Also responsible for analyzing call trends, entering of intra-day exceptions, and balancing calls among the customer service representatives within each contact center. Works under the direction of the Lead Workforce Coordinator and with Contact Center Management, Human Resources, and Labor Relations to insure adherence to company policies and contractual requirements.
Key Results
- Develops accurate workload forecasts and efficient schedules to reach targeted service levels for multiple contact centers.
- Monitors intra-day results, compares to forecasted, and recommends intra-day staffing modifications to contact center managers.
- Uses workforce management technologies and reporting tools to report on schedule adherence and productivity.
- Administers contact center vacation planning.
- Manages overtime usage.
- Insures workforce management activities are in adherence with company policies and contractual requirements.
- Development of contact center workload forecasts for multiple customer contact centers.
- Development and delivery of contact center schedules.
- Coordinates vacation schedules for multiple contact centers.
- Maintains and coordinates overtime tracking system for multiple contact centers.
- Responsible for intra-day exception reporting for schedule adherence.
- Actively monitors daily contact center performance and recommends intra-day adjustments to meet established service levels.
- Analyzes contact center statistics generated from reports to identify overall center performance results, such as call volume, ASA, abandonment rate, average handle time.
- Provides statistical performance data to performance reporters.
- Responsible for the configuration and management of Workforce Management systems.
- Works with contact center management, human resources, and labor relations to insure adherence to company policies and contractual requirements.
- High School diploma or equivalent.
- Minimum of one-year contact center experience or equivalent.
- Knowledge of Contact Center operations, including but not limited to the understanding of call drivers, performance metrics, statistical analysis as a tool to develop forecasts and schedules.
- Strong technical and analytical skills.
- Contact center operations experience.
- Understanding of state commission specific service level requirements.
- Understanding of contact center scheduling and forecasting systems.
- Qualitative skills.
- Computer skills.
- Strong analytical skills.
- Ability to trouble shoot and present workable solutions.
- Strong written, verbal and interpersonal skills.
- Ability to manage multiple priorities and deadlines in a fast-paced environment.
- Proven judgment and decision-making abilities.
- Results driven.
- Strong work ethic.
- Bachelor’s degree in Engineering, Accounting, or Business.
- Experience in use of scheduling and forecasting systems.
- Detailed understanding of principles of scheduling and forecasting.
- Customer service experience.
- Knowledge of statistical methods of data analysis.
- Proficient in the use of Microsoft Access.
Work AuthorizationAuthorized to work in the United States without requiring sponsorship.
Inclusion & DiversityValue inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.
Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.
Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.
Equal Employment OpportunityNiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.
By applying, you may be considered for other job opportunities.Safety StatementPromote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.
Salary Range$50,900.00 - $71,200.00
Posting Start Date2024-05-22
Posting End Date (if Applicable)2024-06-05
Please note that the job posting will close on the day before the posting end date.
SummaryAccountable for the accurate forecasting of center call, e-mail, and correspondence workloads and scheduling customer service representatives to meet target service levels. Also responsible for analyzing call trends, entering of intra-day exceptions, and balancing calls among the customer service representatives within each contact center. Works under the direction of the Lead Workforce Coordinator and with Contact Center Management, Human Resources, and Labor Relations to insure adherence to company policies and contractual requirements.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Utilities
SALARY
$68k-92k (estimate)
POST DATE
05/26/2024
EXPIRATION DATE
06/05/2024
WEBSITE
nisource.com
HEADQUARTERS
CORNING, NY
SIZE
3,000 - 7,500
FOUNDED
1912
TYPE
Public
CEO
DAVE SALMONS
REVENUE
$3B - $5B
INDUSTRY
Utilities
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About NiSource
NiSource is an energy holding company that engages in natural gas and electricity generation, transmission, and distribution.
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