Real-Time Workforce Scheduler & Analytics Pro

PPL Electric Utilities Corp.; Allentown (Lehigh County); On-site; USD 65,000 - 100,000; Full time

Job summary

PPL Electric Utilities is seeking an experienced Workforce Management professional to schedule and monitor staffing across customer service channels. You will forecast demand, track KPIs, and provide data-driven insights to optimize service levels.

The role requires a Bachelor's degree in a related field and 2+ years in workforce management or contact center operations, with the ability to adapt to storm emergencies and provide timely reporting to stakeholders.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Data Analytics or related field is required.
• 2+ years of relevant experience in workforce management, contact center operations or a related field is required. Industry experience is preferred.

Responsibilities

• Workforce scheduling, real-time staffing management, attendance administration, operational reporting, performance monitoring, forecasting support, and workforce analytics to ensure optimal customer service coverage and service levels.
• Update and maintain workforce schedules to ensure adequate coverage across all channels based on forecasted call volumes and requirements.
• Monitor real-time service levels and queue statuses; take corrective actions to meet service level agreements.
• Track agent attendance, log absenteeism, and update workforce management systems; communicate issues to team leaders.
• Handle real-time reporting requests and create data visualizations to present findings to stakeholders.
• Gather and validate historical call volume and handle time data to support accurate forecasting and capacity planning.
• Support investigations of service level misses and contribute to continuous improvement initiatives.
• Provide backup for forecasting, capacity planning, and reporting during peak workloads or projects.

Skills

Workforce management

Call center operations

Data analytics

Forecasting

Education

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

Job description

PPL Electric Utilities is seeking an experienced Workforce Management professional to schedule and monitor staffing across customer service channels. You will forecast demand, track KPIs, and provide data-driven insights to optimize service levels.

The role requires a Bachelor's degree in a related field and 2+ years in workforce management or contact center operations, with the ability to adapt to storm emergencies and provide timely reporting to stakeholders.