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Scheduling Analyst Job In Roseville Minnesota

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Employer:  Registration is required for viewing this field
Category:  Other
Job Type:  Permanent
Country:  United States
State/Province:  Minnesota
City:  Roseville
Job Description
Xcel Energy has an opening for a Scheduling Analyst located at any of the Xcel Energy Call Center locations: SkyPark (Eau Claire, WI), Centre Pointe (Roseville, MN) or Amarillo Data Center (Amarillo, TX). This role ensures adequate first tier, 24x7 coverage of our Resource Management operations on the Real-Time team. The position directly ties into emergency response, customer satisfaction and meeting regulatory service level requirements. In addition, this role works as primary operations support during escalated events. The hours of this position will be determined on the outcome of the successful applicant and will likely include weekends and possibly include overnights.
Summary
Provide the key staffing and scheduling support to most effectively operate the Customer Care contact centers serving all of Xcel Energy service territory. Utilize workforce management software to keep call volume and average handle time forecasting patterns up-to-date. Provide back up to Scheduling Supervisor.
Essential Responsibilities
  • Collect, enter and report employee exceptions in a timely manner. Schedule team meetings, training, and other off-phone activities for agents in all Customer Care contact centers.
  • Manage the day-to-day numbers of employees on-line by developing and maintaining vacation, sick, training, and project calendars; by real-time tracking and monitoring the number of agents required to those scheduled; and by adding or removing agents throughout the day to meet contact center service level goals without overstaffing.
  • Update models for call volume and average handling time utilizing workforce management applications.
  • Assist Senior Scheduling Analyst and other Resource Management Analysts to provide detailed daily, weekly, and monthly contact center reports on individual and group contact center performance and scheduling process.
  • Match employees to generic schedules, including extra hour and holiday shifts. Distribute schedules in a timely manner.
  • Produce optimum, generic contact center schedules reflecting both the needs of employees and the needs of the business under given resource constraints in multiple contact centers.
  • Develop contact center work volume, average handling time, shift template, and non-productive time models to produce forecasts, staffing requirements, and "what-if" analysis utilizing statistical techniques such as multiple regression and Erlang C.
  • Provide day-to-day communications to call center employees in multiple sites for such issues as current outage conditions and same-day work-around procedures.
Xcel Energy has become a leader in the energy industry by demonstrating excellence in environmental performance. Our environmental commitment includes improving air quality, conserving resources, harnessing renewable energy, and protecting wildlife and habitats.
Xcel Energy's vitality comes from our people. It takes professionals in engineering, customer service, linemen, marketing and sales professionals, energy traders, mechanics, finance and accounting professionals and many others to power our company. We offer competitive compensation and benefit programs that include a range of options and coverage levels.
Required
  • High school diploma or equivalent
  • 1 year scheduling experience in a contact center environment
  • 1 year experience with a call center workforce management software program (e.g., Blue Pumpkin, Aspect eWFM, Verint WFM)
  • Proven written and verbal communication skills
  • Proficient in the use of Microsoft Office suite for the purpose of calculation of data and presentation of results
  • A team player with the ability to react and quickly change tasks in a constantly changing environment
  • Must be available for work outside of normal business hours, including evening and weekend callouts
  • Available for on-call due to storms and unexpected, prolonged spikes in call volume
Preferred
  • Bachelor's degree with an emphasis in Technical Studies, Mathematics, Finance, Accounting, or Economics

Post Date:  12/15/2011
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