What are the responsibilities and job description for the WFM Scheduler position at APS?
Date: Jan 9, 2023
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
Minimum Requirements
Preferred Special Skills, Knowledge, or Qualifications:
Bachelors degree preferred. One (1) year experience managing personnel schedules in a contact center environment. Experience in Verint WFM system is preferred . Ability to demonstrate and articulate basic 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. Direct data analysis experience capturing, storing, and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc.) Excellent interpersonal, written, verbal and listening skills. Absolute team player who consistently demonstrates respect, inclusion, and an open mind.
Major Accountabilities
1) Analyze, create and manage internal staff's work schedule, PTO requests, training, and meetings to meet volume expectations and customer experience targets using a variety of automated systems.
Recognizes and adjusts personnel adjustments to address unusual call volume, traffic flow, peak timeframes, staffing shortages, etc.
2) Coordinates with other members of the team to analyze data and translate volume forecasts into effective personnel schedules to meet or exceed all metrics and requirements. Provides input on various scheduling analyses to ensure optimal schedules and to provide staffing level recommendations, including event planning.
3) Leads weekly meetings providing multiple groups/leaders with projected outcomes, areas of opportunity, resolution for scheduling conflicts, and ensure all parties understand the actions taken to meet the organizations objectives.
4) Generates personnel schedules on a regular basis to maximize efficiency of resources. Identify and implement solutions to meet changing service levels.
5) Generates a variety of reports to review transactions, errors, tenders, volume, service level, and/or occupancy.
Identifies, researches, analyzes and resolves any discrepancies, issues or areas of concern.
Maintains historical records to ensure accuracy of schedules and for use with later analysis (tracking and trending).
6) Track accuracy of scheduling to the required staffing levels and continue to adjust to ensure most optimized scheduling possible.
7) Assists with New Hire and Department Shift Bids.
8) Collaborates with multiple staff to identify scheduling requirements.
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
Salary : $50,000 - $63,300
