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Mgr Customer Workforce Planning

Date: Jun 7, 2021

Location: Melville, NY, US

Company: PSEG

Requisition ID:  67098 

Job Function/Category:  Customer Services 

Employment Type:  Exempt Full Time 

This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey.  PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.

 

Job Summary

This opportunity is open to current PSEG employess only.

 

This position is responsible for forecasting, staffing, and operational management to meet service, efficiency and OSA targets for the Customer Contact organization.  Provides leadership and support to the Customer Contact management team by optimizing organizational design and structure to best align with requirements and business goals and ensuring that those processes are performed at a high level.  Builds and implements methodology to forecast service level and staffing requirements based on business conditions.  Educates and communicates operational analysis to management team and leaders. Initiates strategic and tactical interventions to prevent staffing surpluses and shortages.  Conducts quantitative analysis to provide recommendations for workforce planning and budgeting.  Identifies and implements appropriate metrics to measure success.  Serve as the designated subject matter expert and point of contact with IVR vendors, Intrado, and all other vendors providing technology solutions to the Call Center.

Job Responsibilities

  • Responsible for forecasting the departmental staffing required to meet service, efficiency and OSA targets for the Customer Contact organization
  • Builds and implements methodology to forecast service level and staffing requirements based on business conditions
  • Initiates strategic and tactical interventions to prevent staffing surpluses and shortages should the original staffing and forecasting plans developed in item 1 above become ineffective due to unforeseen circumstances (e.g. storms, vendor-related delays, IT issues, etc.).
  • Serve as the designated subject matter expert and point of contact with IVR vendors, Intrado, and all other vendors providing technology solutions to the Call Center
  • Conducts quantitative analysis to provide recommendations for workforce planning and budgeting.  These include improvements to the IVR system and improvements to operational processes that produce new efficiencies and result in headcount reductions.
  • Identifies and implements appropriate metrics to measure success
  • Manages, mentors, and develops a staff of 8 to 10 analysts, both MAST and BU, of varying skill level (e.g. some entry level, some mid-level, some senior level)

Job Specific Qualifications

Required

  • Bachelor's degree with 8 years of relevant business experience of which 2+ years must be in a leadership capacity. In lieu of a degree, 10+ years of call center experience performing various functions of which 2+ years must be in a leadership capacity.
  • Demonstrated strong quantitative skills and analytical ability including forecasting, business and operational modeling. Planning skills including the preparation of long and short-term business plans. Working knowledge of resource management planning.
  • Demonstrated ability to prepare and deliver executive-level presentations and to facilitate and lead process improvement teams.
  • Demonstrated ability to manage, coach, and develop a staff of 8 to 10 analysts of varying skill sets and abilities
  • Candidates should be able to analyze operational data and make recommendations to deliver improved performance of technology including VRU (voice response unit) and web based technology.
  • Excellent leadership, demonstrated ability to work within a team environment and communicate at all levels within the organization.
  • Must possess a strategic focus as well as an operational and detail-oriented perspective.
  • Must possess a valid U.S. driver's license and maintain a safe driving record. 

Desired

  • Broad knowledge of the Company’s operations, structure, and OSA scorecard metrics
  • Detailed knowledge of the customer satisfaction drivers as defined by J.D. Power

Minimum Years of Experience

8 years of experience

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

 

As an employee of PSE&G or PSEG Long Island, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

Need to request an accommodation?

If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.


Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty

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