Workforce Management Analyst

NRG is the leading integrated power company in the U.S., built on the strength of our diverse competitive electric generation portfolio and leading retail electricity platform. A Fortune 500 company, NRG creates value through best-in-class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers large and small, we implement sustainable solutions for producing and managing energy, developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost three million residential and commercial customers throughout the country.

More information is available at www.nrg.com. Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.

Perform staffing and scheduling functions and monitor real-time ACD (Automatic Call Distributor) activities/traffic. Work closely with call center leadership in support of objectives for service level objectives and personnel tracking/management.

 

Essential Duties/Responsibilities:

  • Lead weekly forecasting calls with internal customers
  • Monitor ACD queue statistics, call traffic and real time adherence.
  • Monitor load balancing and facilitate changes to related network routing.
  • Follow operational processes to manage ACD alarms and thresholds.
  • Create and manage CCR schedules based on forecasted call volumes.
  • Input and manage schedule exceptions (e.g. vacation, illness, etc.)
  • Make proactive recommendations using historical and real-time data.
  • Work with the call center leadership to define (and possibly produce) reports for operations management.
  • Maintain CCR records (shift preferences, vacation requests and balances, etc.)
  • Ensure timely and accurate report availability for Call Center leadership and support staff
  • Must possess strong MS Excel and MS Word skills.
  • Thinks globally but can understand the details; can see underlying or hidden problems and patterns; provides effective and efficient solutions.
  • Conduct and manage shift bids as needed

 

Education:

 

  • High school diploma, GED, or equivalent math and English skills required. Two years of college preferred.

 

 

Experience:

  • Minimum of 3 years of Workforce Management experience preferred.
  • Some Process Improvement experience strongly preferred.
     

Additional Knowledge, Skills and Abilities:

  • SQL
  • Understanding of ACD call routing.
  • Understanding of network call routing.
  • Strong organizational skills.
  • Ability to meet or exceed deadlines in an accurate manner.
  • Strong oral and written communication skills.
  • Strong diplomacy skills.
  • Ability to analyze data and determine root-cause with recommendations for improvement
  • Ability to multi-task and prioritize work.
  • Ability to relate well to people at all levels; build constructive and effective relationships.
  • Adept at learning new industry, company, product or technical knowledge.
  • Takes responsibility and is accountable for actions and decisions, regardless of outcome; learns from past experiences; exercises sound judgment.
  • Capable of working independently; effective at managing multiple projects simultaneously; flexible and able to adapt quickly to new or changing situations.
     

 

Physical Requirements:·Occasionally requires lifting as appropriate to perform duties and responsibilities.

 

Working Conditions:
  • Normal office environment.
  • Some overtime required as special projects arise.
  • Typical Call Center Environment.  Ability to travel and work between our call center locations.
  • Work Schedule may require shift work; later hours and weekends may be required.


NRG Energy is committed to a drug and alcohol free workplace.  To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability
EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources

Company
nrg
Posted
09/02/2018
Type
Full time
Location
Princeton, NJ 08540, US