Workforce Management Specialist

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven't stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We're always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.

Workforce Management Specialist

Job Function

Workforce Management and Scheduling Performs forecasting, scheduling, and real-time management and optimization of resources.

Key Job Information Workforce Management Specialist 6446

Grade 6
Career Level: P2

Intermediate Professional Requires expanded professional-level knowledge and experience in own area; incumbents continue to acquire higher-level knowledge and skills Expands on high-level knowledge of the company, processes and customers Solves a range of more complex problems Analyzes possible solutions using advanced knowledge and applying protocols Operates independently and receives only a moderate level of guidance and direction

Key Responsibilities

Forecasting Conducts in-depth research and analysis to and develop schedule forecasting; tracks and records in the workforce management (WFM) system customer contact center staff changes; predicts hiring and/or position allocation needs and makes decisions about scheduling, including responding to unusually complex unexpected situations; monitors current day performance against the forecast and decides mitigation, if needed; generates mid- to long-term staffing forecasts and produces ad hoc forecasting scenarios.

Scheduling Generates weekly schedules using WFM system and short-term forecasts; analyzes available data and makes decisions about schedule modifications; determines the best time to schedule regularly scheduled and unique activities; responds to employee requests, making decisions that balance employee needs, business needs and compliance with laws and regulations; initiates and oversees the schedule bidding process, coordinating the structured vacation bidding process, and adjusting short-term PTO slots.

Real-Time/Intraday Management Analyzes real-time data on call volume and service levels; decides when and how to adjust schedules; performs intraday assessment of resources and process schedule change requests; decides which schedule request changes to grant; assesses/advises on daily need for overtime to meet key performance indicators and decides how much overtime to grant when; optimizes resources to meet business objectives and overall quality control requirements.

Data Research and Analysis Researches and analyzes data from multiple sources; compiles information and synthesizes to develop reports, metrics, and other analytics; provides ad hoc statistical analysis or reports on historical and forecasted CSR, ACD, and IVR data.

Management Consulting and Reporting Provides information and productivity forecasts to management by observing customer call patterns; advises management on short-term staffing adjustments or reskilling resources to meet service level targets; contributes to schedule bidding, staffing decisions and strategic planning for WFM activities; partners with IT to resolve all WFM system issues. Supports senior specialist in collaborating with operational leadership.

Process Improvement Proactively identifies risks, trends or data anomalies that indicate a need for process improvement and implementation.

Education/Experience/Certifications

Education Requires a bachelor's degree in business, statistics, mathematics or other related field or equivalent experience.

Experience Typically three to five years in customer service, workforce management or a related field. Experience in a contact center that includes forecasting and scheduling preferred.

Competencies (Knowledge, Skills, Abilities)

Functional Competencies

Working knowledge of contact center dynamics, methodologies and operations

Intermediate knowledge of workforce management principles and systems supporting customer service operations Intermediate knowledge of federal and state wage and hour laws

Working knowledge of PGE policies and practices around WFM principles

Working skills in retrieving and analyzing data, identifying trends and making recommendations Intermediate computer skills in using customer information systems, workforce management systems and Microsoft applications

General Competencies

Intermediate analytical thinking skills

Working conflict management skills

Intermediate customer focus skills

Intermediate interpersonal skills Intermediate organization and prioritization skills

Intermediate problem-solving skills Intermediate written and oral communication skills

Physical and Cognitive Demands

Cognitive Level

Intermediate: Consistent use of relevant principles to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exists.

Cognitive

Ability to adhere to set response times, deadlines and time-sensitive tasks

Ability to follow accuracy standards

Ability to follow through on decision-making tasks

Ability to interact effectively and collaboratively within a team environment

Ability to communicate and problem solve when under stress

Ability to respond and adapt to frequent change

Ability to accept and demonstrate self-awareness when provided constructive feedback

Ability to discern feedback and acknowledge ownership of areas of improvement

Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks Ability to successfully collaborate with peers, managers and others within the organization Demonstrates sound memory

Ability to process new information to be applied consistently to work tasks

Schedule/Attendance

Ability to work long hours

Ability to work a variable schedule

Ability to report to work and perform work during periods of severe inclement weather

Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance

Ability to work on-call schedule

Physical Capabilities

Computer use (use computer regularly for entire work shift)

Lifting/pushing/pulling (check appropriate weight): Up to 10lb

Carrying (check appropriate weight): Up to 10lb

Environment- Indoor/Outdoor

Office environment

Compensation Range:

Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range, the decision will be made on a case-by-case basis.

PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click here.

Join us today and power your potential!

Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.

PGE is an equal opportunity employer and is committed to fostering a workplace where employees feel connected, valued, and empowered to thrive. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.

PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Recruiter associated with the job posting. You may also make this request by contacting talentacquisition@pgn.comor by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process.

To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.