Center Point Energy is looking for a Manager, Workforce to join our Team, located in Houston, TX.
You will have the ability to manage the processes and technology associated with the Customer Services workforce planning function. This position will also manage the short-term and long-term operational workload forecasts and ½ hour staffing needs for both internal and outsourced Customer Service operations; in addition to managing longer-term workload forecasts and processes to be used for determining mid- to long-term staffing and infrastructure needs for the Customer Service operation.
We want you to know
CenterPoint Energy and its predecessor companies have been in business for more than 150 years. Our vision to lead the nation in delivering energy, service and value drives our strategy and performance. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.
Diversity and Inclusion
CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.
At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.
What we bring to you
- Competitive pay
- Paid training
- Benefits eligibility begins on your first day
- Subsides metro and parking discounts
- Flexible work schedule, paid holidays and paid time off
- Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
- Professional growth and development programs including tuition reimbursement
- 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution with immediate 100% vesting.
To be successful in this role you will:
- Responsible for managing the Customer Services call volume forecasts for internal and outsourced contact centers at a level of accuracy that will optimize service level, occupancy and productivity.
- Interfaces and coordinates with various internal business and operational functions (i.e. Marketing, Revenue Management, Pricing, etc.) for the purpose of incorporating external factors into the Customer Service operational forecasts.
- Responsible for managing the ½ hour staffing requirements for all call center (both internal and outsourced) resources utilizing a combination of Genesys CTI and NICE forecasting and workforce planning tools/applications in an effort to optimize service level and productivity.
- Responsible for managing the forecasting and planning process in compliance with outsourcing vendor contracts.
- Responsible for developing and managing an integrated mid- to long-term resource plan to ensure proactive planning and optimal utilization of resources including call center agents and support personnel, premise based technologies (e.g., workstations), voice and data networks, and other facility related needs (e.g., training infrastructure) based on forecasted workload, and service level and financial/utilization objectives.
- Responsible for the management of people, process and technology in regards to the Workforce Management (WFM) team.
- Responsible for forecasting and scheduling procedures and deliverables.
- Participation in Customer Service projects and initiatives.
- Responsible for telephony and workforce management technology architecture along with vendor invoice approvals.
- Responsible for management, updates, and execution of call center Business Continuity Plans
- Responsible for the development and implementation of succession and knowledge transition plans for team.
Your background includes:
- Requires a bachelor’s degree from an accredited college or university.
• Requires a minimum of three (3) years experience managing people.
• Requires a minimum of five (5) years Workforce Management experience in a large multi-site call center environment.
A bonus to have:
- Bachelor's degree in degree in Mathematics, Statistical Analysis, or Economics/Finance preferred.
https://cnp.taleo.net/careersection/2/jobdetail.ftl?job=WOR00509&lang=en