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Planning & Scheduling Supervisor Job

Location(s): MN - Roseville; TX - Amarillo; WI - Eau Claire

 

Are you ready to take your leadership potential to the next level with a growing Fortune 500 company?  Xcel Energy is at the leading edge of an industry that is changing quickly. We’re seeking dynamic, proven leaders to help guide us into this exciting energy future. If you’re looking to lead at a company that is committed to excellence, safety and environmental stewardship, with plenty of room to grow, consider a position at Xcel Energy.

 

 

Summary

Oversees capacity planning for the Customer Care contact centers, including development and implementation of workload forecasts, staffing and hiring plans, and creation of effective schedules to maximize operational performance and ensure customer satisfaction. Provide leadership and coaching to a team of Scheduling Analysts. This position requires a strong understanding of contact center operations and strategy, including workforce planning concepts, processes and procedures.

Responsibilities
  • Attract, recruit and retain a qualified and motivated staff. Establish and communicate clear goals and performance expectations.
  • Direct the creation, implementation and maintenance of long and short term workload forecasts and models. Combine historical trending analysis with future strategies to ensure actual workload and forecasted workload are aligned.
  • Effectively partner with other areas in REM, the contact center and inter departmental groups to ensure staffing and hiring plans are developed that balance the achievement of customer satisfaction, employee satisfaction and regulatory goals, while ensuring alignment with financial considerations.
  • Oversee the design and administration of workforce planning processes and procedures to provide the appropriate blend of business and employee needs to meet performance goals. This includes the effective use of workforce management software to produce optimum schedules under given resource constraints in multiple contact centers; as well as ensuring collaborative relationships are maintained with internal and external REM customers.
  • Provide advisory support to Customer Care management and inter-department planning groups on workforce planning activities and overlapping strategy.

Required
  • Previous statistical analysis experience, ability to effectively communicate, strong ability to utilize Microsoft Office applications (i.e. Access, Excel and PowerPoint)) for the purpose of calculation of data and presentation of results.
  • A team player with the ability to react and quickly change tasks in a constantly changing environment.
  • Three years scheduling and workforce planning experience in a call center environment.
  • Two years leadership experience.
  • A degree in Statistics, Business Administration or equivalent work experience.
  • Available for on-call due to storms and unexpected, prolonged spikes in call volume.
  • Three years previous experience with a call center workforce management software program (i.e., Aspect/TCS, Verint/Blue Pumpkin, IEX/Nice) required.

 

This position requires a behavioral assessment prior to being considered for an interview.

 

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As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.
    

 

Posting Notes:  MN - Roseville || MN - Roseville; TX - Amarillo; WI - Eau Claire || United States (US) || Customer And Innovation || 66880:CC Resource Management || Full-Time || Non-Bargaining ||
 

The anticipated starting base pay for this position is: $62,700 to $89,033 per year

Click here to see our benefits

 

Requisition Number: 29023

Equal Opportunity Employer: Minority/Female/Disability/Veteran

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com

 

EEO is the Law | EEO is the Law Supplement | Pay Transparency Nondiscrimination | Equal Opportunity Policy (PDF) | Employee Rights (PDF)


ACCESSIBILITY STATEMENT
Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at recruiting@xcelenergy.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

 

 

 

 

 

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