Real-Time Workforce Scheduler - Analytics & Forecasting

PPL Corporation; Rhode Island; On-site; USD 65,000 - 90,000; Full time

Job summary

PPL Electric Utilities, headquartered in its service area, is seeking a Workforce Management Analyst to support service levels across customer service channels. You will develop schedules, monitor attendance, forecast call volumes, and maintain real-time staffing to ensure optimal coverage.

The role emphasizes data analysis, dashboards, KPI tracking (Average Speed of Answer, Abandon Rate, First Call Resolution, CSAT), and collaboration with team leads to drive continuous improvement and policy

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• 2+ years in workforce management or contact center operations.

Responsibilities

• Develop schedules and manage real-time staffing to meet demand.
• Monitor attendance, forecast call volumes, and adjust coverage.
• Produce operational reporting and dashboards for stakeholders.
• Track KPIs such as service levels and agent performance.
• Collaborate with team leaders to implement continuous improvements.

Skills

Workforce scheduling

Real-time staffing management

Operational reporting

Performance monitoring

Forecasting

Data visualization

Dashboards

Stakeholder communication

Education

Bachelor's Degree in Business Administration/Operations Management/Data Analytics or related field

Tools

Workforce management systems

Dashboards

Data visualization tools

Forecasting tools

Job description

PPL Electric Utilities, headquartered in its service area, is seeking a Workforce Management Analyst to support service levels across customer service channels. You will develop schedules, monitor attendance, forecast call volumes, and maintain real-time staffing to ensure optimal coverage.

The role emphasizes data analysis, dashboards, KPI tracking (Average Speed of Answer, Abandon Rate, First Call Resolution, CSAT), and collaboration with team leads to drive continuous improvement and policy