Workforce Analyst – Milwaukee, WI – WEC Energy Group

Job Summary

Will primarily be responsible for planning, allocating and making decisions on the assignment of all Customer Care Center staff resources (>400 individuals) in Customer Service.  This includes: forecasting volumes and workloads; analyze data and make recommendations/real-time decisions to improve the workforce allocation in order to optimize capacity and increase customer satisfaction.

Job Responsibilities

Manage allocation of staff/other resources
•    Forecast disconnect/reconnect and other field operation volumes that may impact care center operations
•    Create/modify work schedules that efficiently meet projected resource requirements and service level objectives, follow contractual scheduling requirements, address quality of life concerns, achieve budget objectives.
•    Work with safety/training staff and work groups to develop training schedules that ensure critical training needs are met while achieving operational/service level objectives.
•    Develop/administer vacation schedules that support vacation needs while ensuring that operational/service level objectives are not compromised.
•    Work with Union Stewards on resource management questions/issues, solicit input on changes/implementation issues on resource management processes, resolve concerns at the lowest level.
•    Forecast supplemental staffing needs e.g., seasonal employees.
Real Time Resource Management
•    Develop/implement real time management procedures that maximize all dedicated/supplemental resources.
•    Make real time evaluations/projections of daily work load volumes. On a daily and continuous basis, update work load projections, and calibrate closely with all Care Center Team Leaders
•    Work closely with Team Leaders on personnel issues related to performance, safety adherence. Provide supporting information, observations, reports to diagnose/improve personnel performance.
Budget
•    Support budget development through solicitation of inputs, projection of resource needs, presentation of budget requirements.
•    On an as-needed and monthly basis, update budget status.
•    Evaluate performance to budget requirements; identify differences to planned budget/potential causes.
Develop/maintain reports
•    Monthly performance reports.
•    Performance Management reports.
•    Other reports as determined.
Personal Development
•    Establish career plan with the Operations Manager that will enhance acumen of the Resource Planner consistent with industry trends.
•    Actively pursue knowledge in the utility industry, ensure up-to-date best practices are learned.

Minimum Experience Required

•    3 years experience with data analysis, resource allocation, planning/scheduling and budgeting
•    Experience/advanced knowledge using Workforce Management software, MS Office, SharePoint