Manager Workforce Planning & Productivity

POSITION SUMMARY

This position provides leadership for the Workforce management team within JEA that manages contact center scheduling, staffing forecasts and reporting. Position provides leadership into recommendations and implementations of state-of-the-art technology tools in call processing and customer contact handling and routing to ensure customer needs are met in a timely manner. Maintains automated metric score card and reporting used by the contact center management for daily, monthly, yearly call center management. Develops policies that impact work force positively. Analyzes real time and historical contact center performance and identifies opportunities to improve performance. Identifies and manages the communication of real time volume drivers and system outages that impact performance. Forecasts training and recruiting needs in order to ensure adequate staffing to meet service level agreements (SLAs).

DUTIES & RESPONSIBILITIES

• Responsible for providing leadership to ensure superior customer service to all phone-in, walk-in, mail-in and internet active customers through accurate forecasting of customer demand and scheduling of JEA customer contact personnel
• Ensures that the Contact Center is aware of legal requirements, including union contract requirements and that work processes are adapted to meet those requirements.
• Responsible for forecasting long, medium and short-term customer contact volumes for all contact centers and developing appropriate staffing models to meet demand
• Responsible for scheduling employee resources to optimize performance as measured by established corporate goals
• Ability to design and develop call routing queues to meet the unique needs of a utility contact center environment
• Responsible for the collection and reporting of performance data for all Customer Contact Centers
• Responsible for achieving continuous improvement in these Customer Relationship business metrics: (a) customer satisfaction, (b) average speed of answer (ASA), (c) customer contact center service levels, (d) cost per contact, (e) Adherence, AHT
• Ability to track and report individual and group performance in a variety of metrics for customer contacts
• Responsible for the intra-day management of contact center resources in order to maximize the ability to reach corporate goals.
• Manages a real time dialer for outbound call campaigns as needed.
• Identifies real time call volume interruptions and system outages that impact contact center performance.
• Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
• Maintains current and accurate agent skill set inventory and schedule recruiting / training departments involvement as required.
• Perform other duties and responsibilities as assigned.

Knowledge, Skills and Abilities

• Demonstrated ability to operate effectively in highly stressful situations.
• Demonstrated expertise in Customer Relationship Management (CRM) best practices, policies and guidelines
• Solid understanding of workforce management tools and theories.
• Effective negotiating skills.
• Proficient in MS Software, specifically Excel.
• Demonstrated understanding of high-volume customer billing and information systems
• Familiar with latest technologies in call processing, routing, customer contact management, workflows, operational efficiency, and personnel scheduling.
• Capable of empowering employees to make decisions and take ownership for issue resolution.
• Strong statistical analysis skills.
• Demonstrated ability to translate analytical results into implementation plans.
• Basic understanding of JEA’s electric, water, and wastewater utility operations.
• Understands basic needs and desires of commercial, industrial, and residential electric, water and wastewater customers.
• Excellent verbal, interpersonal, and written communication skills.

JOB REQUIREMENTS

Education: Bachelor’s degree in computer science, statistics, mathematics, finance, general business, accounting, or a related field preferred.

AND

Experience: Five (5) years’ experience in a Contact Center management role with demonstrated experience in accurately forecasting call volumes to align and schedule staff using call center applications. Experience must include at least one (1) year of workforce management experience in a high-volume contact center.

OR

An equivalent combination of education, experience and/or training.

License/certifications/registrations: A valid driver’s license is required prior to appointment and must be maintained during employment.

Job Type: Full-time

Pay: $75,500.00 - $89,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work Location: One location