Workforce Management Specialist - Chicago, IL/Green Bay, WI/Milwaukee, WI

Job Title: Workforce Management Specialist

Location: Chicago, IL/Green Bay, WI/Milwaukee, WI

Duration: 12 Months, possible extension

Schedule: Fully onsite; Hours flexible in window of 7am 5pm

Summary

This individual will report to the Care Center Operations Senior Team Leader. Will primarily be responsible for forecasting, scheduling and real time monitoring of Care Center Consultants and the interactions they handle across three internal locations and one vendor. This includes: forecasting calls, email and back-office volumes and workloads; vacation, and planning offline work including meetings, coaching sessions and training; implementing real time management systems and procedures. Assisting Care Center Leadership providing staffing support during weather events and outside regular Resource Planner business hours through a weekly on call rotation.

Essential Functions:

(50-70%) Manage allocation of Care Center Operations staff & other resources (300 individuals).

Specific Items Include:

• Create and modify work schedules that efficiently meet projected resource requirements and service level objectives, follow contractual scheduling requirements, address quality of life concerns and achieve budget objectives.
• Work with the training staff and work groups to develop training schedules that ensure critical training needs are met while achieving operational and service level objectives.
• Develop and administer vacation schedules that support employees vacation needs while ensuring that operational and service level objectives are not compromised.
• Forecast (and reforecast) staffing needs, schedule and assign offline work while ensuring that operational and service level objectives are met.
• Facilitate the transition of new hire consultants from training to call taking, including scheduling mentoring and floor walking.
  
  

(50-70%) Real Time Resource Management for Care Center Operations.

Specific Items Include:

• Utilize real time management procedures that maximize the occupancy of all dedicated and supplemental resources in the care centers.
• Responsible for making real time evaluations and projections of workload volumes.
• Evaluate workload projections and work closely with the Care Center Leadership on taking appropriate actions to meet performance objectives and fully utilize all CS Care Center within budget.
  
  

(10-30%) Development and continuous improvement of Care Center work force management procedures.

Specifics Include:

• Identify opportunities and implement methods for more effectively utilizing Care Center resources.
• Provide necessary reports to support team leader implementation of the standards.
• Evaluate performance to budget requirements and identify differences to planned budget and potential causes.
• Monthly performance reports.
• Workforce management system reports.
• Performance Management reports.
• Other reports as determined to be necessary.
  
  

(5%) Personal Development.

Specifics Include:

• Establish a career plan in coordination with the Operations Senior Team Leader that will enhance the acumen of the Resource Planner consistent with industry trends.
• Actively pursue knowledge in the utility industry and ensure up-to-date best practices are learned.
  
  

Education:

• Bachelor s degree is required.
  
  

Experience:

• 3-5 years experience workforce management, resource allocation, etc.
• Experience in leadership.
• Experience/advanced knowledge: Workforce Management Software. Aspect preferred.