Workforce Planning Coordinator

Description

Job Title:  Workforce Planning Coordinator

Job Code:  NP3425

Job Summary

Accountable 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.
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  Principal Duties and Responsibilities
• 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.

Required Qualifications for Position

• 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. 

Preferred Additional Qualifications for Position

• 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.

Disclaimer

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

Inclusion & Diversity 
Value 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 Opportunity 
NiSource 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. 

Salary Range:

$50,900.00 - $71,200.00

Posting Start Date:

2024-05-22

Posting End Date (if applicable):

2024-06-05
Please note that the job posting will close on the day before the posting end date.

Summary

Accountable 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.