The Call Center Workforce Planner, reporting to the Project Specialist Customer Assistance, is responsible for optimizing staffing and scheduling to achieve departmental KPIs and enhance the customer experience. This role leverages workforce management systems, analyzes operational data, and recommends staffing levels or schedule adjustments. The planner drives continuous improvement in forecasting, scheduling and prepares reports for management. A proactive, customer-centric approach is essential to foster trust and deliver value for our customers.

This position does not provide employment pursuant to the terms of a STEM OPT Training Plan.

Required Education/Experience

• Bachelor's Degree and a minimum of two years related work experience or
• Associate's Degree and a minimum of four years related work experience or
• High School Diploma/GED and a minimum of five years of related work experience

Relevant Work Experience

• Proven ability to monitor real-time call center performance and make intraday staffing and scheduling adjustments to achieve service level goals, required. Required
• Must be well-organized, detail-oriented and flexible to handle multiple assignments and meet deadlines, required. Required
• Background in forecasting call volume, workload, and staffing requirements based on historical data, business drivers, and trends, required. Required
• Must have strong analytical and communication skills, required. Required
• Must have excellent oral and written communication and presentation skills, required. Required
• Must have demonstrated experience working with and coordinating with other departments, required. Required
• Proficiency with Microsoft Office (Outlook, Word, Excel and PowerPoint), required. Required
• Expertise utilizing workforce management systems and serving as a subject matter expert on workforce planning best practices, required. Required
• Collaborating with directors and managers on scheduling and staffing decisions. Managing and tracking shrinkage factors including absences, vacation, training, meetings, and overtime, required. Required
• Experience analyzing key performance indicators (KPIs) such as average handle time (AHT), shrinkage, occupancy, service levels, and schedule adherence, required. Required
• Performing other similar or related duties as assigned within a call center or customer service environment, required. Required

Licenses and Certifications

• Driver's License Required

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able and willing to travel within Company service territory, as needed.

Core Responsibilities

• Utilize workforce management systems effectively and serve as a subject matter expert on workforce planning best practices and operational impacts and prepare reports for management
• Continuously improve forecasting and scheduling processes using data-driven insights
• Identify staffing gaps and recommend overtime, or schedule changes to improve performance
• Analyze key KPIs including AHT, shrinkage, occupancy, service level, and schedule adherence
• Maintains forecasting and scheduling application configurations and integrity
• Prepare and present workforce performance reports and forecasts to leadership
• Collaborates with Customer Assistance Director and Section Manager on scheduling and staffing decisions
• Manage and track shrinkage related to employee unavailability, vacations, training, and meetings
• Creates and maintains reports using data available in the Call Center systems to be used to by Call Assistance management for operational and productivity improvement as well as process auditing
• Monitor real-time performance and make intraday adjustments to staffing and schedules to maintain service levels
• Forecast call volume, workload, and staffing requirements using historical data, trends, and business drivers
• Performs other similar or related duties as assigned.