Workforce Management Scheduler

Company Summary Statement PPL Electric Utilities delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, PPL Electric remains focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, PPL Electric has won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. PPL Electric is a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing.

Overview Responsible for working under minimal supervision to perform workforce scheduling and real-time monitoring activities to support service levels across customer service channels. The role develops schedules, tracks attendance, and adjusts staffing to meet demand. The role monitors key performance metrics and supports analysis of service level gaps. The role communicates schedule updates and uses workforce tools and data to support forecasting, reporting, and continuous improvement efforts while ensuring compliance with policies and regulations.

Responsibilities

• Workforce scheduling, real-time staffing management, attendance administration, operational reporting, performance monitoring, forecasting support, and workforce analytics to ensure optimal customer service coverage, operational efficiency, and achievement of service level objectives.
• Work under minimal supervision to update, and maintain workforce schedules to ensure adequate coverage across all customer service channels factoring in forecasted call volumes and other requirements
• Monitor real-time service levels, queue statuses, and team’s adherence to schedules. Take corrective actions to maintain optimal coverage and meet service level agreements.
• Track agent attendance, log absenteeism, and updating workforce management systems accordingly. Communicate with team leaders or supervisors regarding attendance issues.
• Handle real-time, ad-hoc reporting requests to support the changing needs of the business. Create data visualizations and reports to present findings to stakeholders.
• Gather and validate historical call volume, handle time data to support accurate forecasting and capacity planning
• Monitor key performance indicators such as Average Speed of Answer, Abandon Rate, First Call Resolution, and Customer Satisfaction in real time
• Participate in investigations of service level misses, providing data and insights to support continuous improvement initiatives
• Communicate schedule changes, overtime opportunities, or shift adjustments to team members in a timely and clear manner
• Follow established policies, procedures, and regulatory requirements in all workforce management activities
• Stay current with WFM tools, industry best practices, and regulatory changes relevant to the utility sector. Utilize dashboards and visualization tools to communicate workforce performance and trends to stakeholders.
• Assist with forecasting and capacity planning activities by gathering, validating, and preparing historical performance data for analysis.
• Participate in root cause reviews of service level variances and assist with identifying contributing factors and potential corrective actions.
• Support the development and maintenance of workforce management reports and dashboards, ensuring data accuracy and timely distribution to stakeholders.
• Provide backup support for forecasting, capacity planning, and reporting functions during peak workloads, special projects, or team absences.
• Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications Required Education

• Bachelor's Degree in Business Administration, Operations Management, Data Analytics or related field or an equivalent combination of education and experience on a year for year basis is required.

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Required Experience

• 2+ years of relevant experience in workforce management, contact center operations or a related field is required. Industry experience is preferred.