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Sr. Analytics & Workforce Management Manager Job

Location(s): CO - Denver; 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.

 

 

Position Summary

This key role leads a team of professionals responsible for advanced Customer Care analytics and workforce management planning strategies. Leverages statistical and predictive modeling methodologies to accurately forecast workload and create resource plans, including employee schedules. Provide expertise on data analytics and business intelligence, advancing analytic standards across Customer Care. Collaborates with other leaders to develop Customer Care data strategies. Provide data management and governance leadership, and coordination to ensure solutions align with enterprise data strategy, models, and standards. Leads advanced analytic initiatives to ensure progress towards operational strategies and increase operating efficiencies. They are responsible for modeling complex business problems and providing insights and recommendations using statistical, algorithmic, mining and visualization techniques.

Essential Responsibilities
  • Lead workforce optimization strategy, establishing and executing best in class workforce optimization processes and procedures. Uses advanced statistical methods to analyze trends and forecast omni-channel workloads and resource allocation requirements across the Customer Care organization. Continuously evaluates schedule effectiveness to make recommendations to improve scheduling efficiency. Collaborate with other leaders to identify opportunities to further optimize workforce.
  • Establishes and maintains Customer Care data strategy. Develop meaningful metrics; produce internal reports and external regulatory reporting related to Customer Care. Ensure timely, accurate and actionable information is communicated to business leaders and stakeholders to provide visibility to key operational metrics and increase operating efficiencies. Educate business partners and provides guidance on business value attained by good data hygiene across Customer Care. Partner with other groups across the enterprise on advanced analytics and to ensure alignment with enterprise data strategies.
  • Proactively reviews a variety of data to make data-driven recommendations to drive employee satisfaction, customer satisfaction, streamlined processes, revenue generation and cost reduction.
  • Tracks and documents budget utilization and related financial metrics and headcount trends. Conducts various financial analysis to influence alignment to strategic priorities. Manage department operating and capital budgets.
  • Acts as “owner” of workforce management platform ensuring the organization is maximizing system capabilities. Collaborates with Business Systems leadership to ensure that the WFM platform remains updated and current.

Minimum Requirements
  • Undergraduate degree in statistics, data analytics, mathematics, computer science, business, finance or related field or equivalent combination of education, certification, and/or experience.
  • Demonstrated initiative and creativity with highly developed problem solving and decision-making skills.
  • Excellent organizational skills with proven attention to detail.
  • Five years’ leadership experience.
  • Functional intelligence related to workforce management software solutions and processes to most efficiently meet customer experience and company strategic objectives.
  • Three years’ experience in leading statistical analysis, creating data structures and data strategies.
  • Advanced abilities to understand complex data analytics concepts and translate for broad consumption by all levels of the organization.

 

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 || CO - Denver; MN - Roseville; TX - Amarillo; WI - Eau Claire || United States (US) || Customer And Innovation || 43600:Dir Customer Care Ops || Full-Time || Non-Bargaining ||
 

Requisition Number: 26588

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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