What are the responsibilities and job description for the Supervisor Workforce Management position at APS?
Date: Jun 30, 2022
Location: PHOENIX, AZ, US, 85021-1808
Company: APS
Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.
Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.
Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.
Summary
The Supervisor of Workforce Management (WFM) is responsible for leading a team of employees who are responsible for planning, forecasting, scheduling and real time resource management of in-center and remote advisors. Establishes effective relationships with internal and external partners including Finance, Business Systems, IT, Data Management and Continuous Improvement as well as operational leadership to ensure daily service level metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy. Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.
Minimum Requirements
Bachelor's degree plus five (5) years related call center workforce management experience. In lieu of degree, High School/GED plus ten (10) years call center workforce management experience.
Preferred Special Skills, Knowledge or Qualifications: Five plus years of experience leading highly-motivated, high-performing workforce management teams. Five plus years of experience with forecasting, capacity planning and real-time workforce management. Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook). Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement. Strong quantitative/analytical skills. Excellent interpersonal, written, verbal and listening skills. Absolute team player who consistently demonstrates respect, inclusion and an open mind. Proven ability to coach to, and drive for, results and provide strategic value. Able to promote change by influencing and guiding others in a positive manner. Strong project management skills. Knowledge of Verint is a plus
Major Accountabilities
1) Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.
2) Ensures delivery of key metrics, staffing budgets, training requirements and performance metrics through optimization of resources, identifying and implementing process improvement and leveraging automation/technology
3) Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mind set.
4) Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center.
5) Acts as Workforce Management liaison with internal and external site operations including home-based associates and metro/state offices, providing same-day and 7-day planning.
6) Serves as a trusted partner and advisor to leadership teams.
7) Partners with training and operations to coordinate all required training for the customer care center.
8) Directs staffing alignment and resources to ensure minimal impact to customers as a key member of the Disaster Recovery and storm planning teams.
9) Manages the Verint workforce management system, related telephony and process in coordination with Information Technology for the call center. Troubleshoots issues and recommends system modifications and enhancements.
10) Researches and identifies potential vendor solutions that will help the business reduce contacts, reduce expenses and improve efficiency while improving customer satisfaction.
Export Compliance / EEO Statement
This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.
Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.
For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).
Arizona Public Service is a smoke free workplace.
Flex Role:
This position is not required to be performed at a specific APS facility as long as adequate technology and a solid ergonomic set up are present. Pending agreement with leadership, employees hired into this role will be able to choose where they prefer to perform their work. Employees will have two options to choose from:
- APS office based: The employee prefers to work most of the time from an APS facility.
- Home based: The employee prefers to work most of the time from his/her home.
- Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.
Job Segment: Sustainability, Nuclear, Energy
