Workforce Management Analyst

Company Summary Statement
Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.
Overview
Reporting to the Manager of Workforce Management Performance and Strategy, the Workforce Management Analyst is responsible for developing an efficient set of schedules for contact center staff based on forecasts provided by the WFM Forecasting Analyst, as well as providing real-time monitoring and amending schedules as needed. This role will be integral in ensuring the contact center meets its goals for handling customer calls in a timely manner. This individual will serve as a subject matter expert on WFM scheduling software (Calabrio) used by the contact center. #RIE
Responsibilities

• Develop knowledge of call routing systems to ensure schedules match the call distribution patterns.
• Identify optimal schedules for projected hiring and execute shift bidding process.
• Maintain compliance with any regulations, rules, or agreements that affect scheduling of personnel.
• Develop and maintain vacation and other time off planning and utilization. Maintain accurate records of PTO requests including but not limited to daily attendance and tardiness.
• Create short-term forecasts to be used for determining scheduling of shifts, breaks, lunches, overtime, or time off.
• Identify critical intervals and provide solutions to ensure sufficient staffing.
• Plan for team meetings, training, coaching, and other off-phone tasks.
• Work with individual requests for schedule changes for future weeks, balancing center needs and agent needs.
• Enter daily absences, exceptions, and other schedule changes, and reforecast within the day if the accuracy of the short-term forecast is in question.
• Partner with vendor manager to maximize operational effectiveness of outsourced operations.
• Create and retain strong relationships with the operational supervisors/team leads and agents, collaborating effectively to identify opportunities for improvement in both efficiency and agent satisfaction.
• Communicate daily summary of forecasted service levels and staffing needs, working with operations leadership to make changes as necessary.
• This position is a hybrid role requiring occasional time in an RIE office location in Rhode Island.
• May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.

• High school diploma required. Associate or bachelor's degree desired.
• Minimum of one year of experience working in a contact center environment.
• Demonstrated knowledge of computer literacy in Microsoft Office.
• Experience with a commercial WFM software package (e.g., Calabrio, Verint, NICE).
• Ability to communicate complex concepts effectively.

• Associate or bachelor's degree preferred.
• At least two years of WFM experience preferred.