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? Aposition at Xcel Energy could be just what you’re looking for.

Please note: The schedule for this role is evenings or weekends.

Position Summary
Provide first tier Resource Management operations support by utilizing various software applications for the Customer Care contact centers servicing all of Xcel Energy service territory. This position may support any functional area within Resource Management. Provide back up support to Resource Management staff.
Essential Responsibilities

• Complete general updates and audits in various Resource Management systems to ensure the information used to calculate projected regulatory or business unit performance is accurate. This includes tasks such as schedule maintenance, tracking performance data, administering skill maintenance duties, etc.
• Coordinate resources used to support performance in various business areas. This includes monitoring inbound or outbound contact center performance and adjusting resources as necessary, administering and monitoring the launch of outbound customer contact campaigns, or assisting in reallocating resources from one area to another under the guidance of Resource Management Analyst staff.
• Effectively communicate with various levels of business partners to keep stakeholders apprised of activities or situations that may impact their performance. Answer questions within team subject matter area, and follow up on various requests for information from various Resource Management systems.
• Regularly review and update various process documentation in order to ensure adequate business continuity and cross training opportunities
• Collaborate with Resource Management analysts and leadership to assist with ad hoc projects, tasks or requests as needed.

Minimum Requirements

• College coursework or equivalent combination of training and work experience required.
• Minimum of 2 years experience in a contact center customer service position or equivalent experience in a related position.
• Previous Resource Management experience desired.
• Previous statistical analysis experience, ability to effectively communicate, strong ability to utilize Microsoft Office applications (i.e., Excel, Word, 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.
• Available to occasionally work outside of regularly scheduled hours during escalated operations due to storms or unexpected, prolonged spikes in call volume.
• Previous experience with call center software programs (i.e., TCS/eWFM, CMS, RTA) is preferred.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com.

Non-BargainingThe anticipated starting base pay for this position is: $20.90 to $35.07 per hourThis position is eligible for the following 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

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

Deadline to Apply: 05/04/24

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ACCESSIBILITY STATEMENT
Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at recruiting@xcelenergy.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.