Senior Workforce Management Lead - Forecasting & Scheduling

PPL Electric Utilities Corp.; Allentown (Lehigh County); Sur place; USD 90 000 - 120 000; Plein temps

Résumé du poste

PPL Electric Utilities Corp. is seeking a seasoned Workforce Management Supervisor to lead a multi-site WFM team across the organization's US service footprint.

You will drive policy, forecast demand, and optimize staffing for 600+ agents, balancing union and non-union needs while collaborating with IT, Operations, and Customer Delivery leaders. Reporting to the Manager of Workforce Optimization, you will implement SAFe-aligned strategies, manage intraday planning, and ensure compliance with

Qualifications

• Bachelor's Degree in Business or related field or equivalent combination of education and experience.
• 5+ years of progressive workforce management and strategy experience.
• Knowledge of call center staffing, forecasting, and workforce management tools.
• Ability to communicate WFM strategies with operational leadership to drive performance.

Responsabilités

• Develop and implement WFM execution strategies for Workforce Planning (SAFe).
• Drive IT and business transformation within WFM by integrating systems into NICE for forecasting, scheduling, intraday planning, and performance analysis.
• Lead multi-site workforce management across 600+ agents with onshore and offshore resources.
• Ensure compliance with labor laws governing staffing and scheduling for union and non-union employees.

Connaissances

Cross-functional leadership

Forecasting

Scheduling

Analytical thinking

Communication

Time management

Formation

Bachelor's Degree in Business or related field

Outils

NICE

Workforce management tools

Description du poste

PPL Electric Utilities Corp. is seeking a seasoned Workforce Management Supervisor to lead a multi-site WFM team across the organization's US service footprint.

You will drive policy, forecast demand, and optimize staffing for 600+ agents, balancing union and non-union needs while collaborating with IT, Operations, and Customer Delivery leaders. Reporting to the Manager of Workforce Optimization, you will implement SAFe-aligned strategies, manage intraday planning, and ensure compliance with