At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.Workforce Management SpecialistJob FunctionWorkforce Management and Scheduling Performs forecasting, scheduling, and real-time management and optimization of resources. Key Job Information Workforce Management Specialist 6446Grade 6 Career Level: P2Intermediate Professional Requires expanded professional-level knowledge and experience in own area; incumbents continue to acquire higher-level knowledge and skills Expands on high-level knowledge of the company, processes and customers Solves a range of more complex problems Analyzes possible solutions using advanced knowledge and applying protocols Operates independently and receives only a moderate level of guidance and direction Key ResponsibilitiesForecasting Conducts in-depth research and analysis to and develop schedule forecasting; tracks and records in the workforce management (WFM) system customer contact center staff changes; predicts hiring and/or position allocation needs and makes decisions about scheduling, including responding to unusually complex unexpected situations; monitors current day performance against the forecast and decides mitigation, if needed; generates mid- to long-term staffing forecasts and produces ad hoc forecasting scenarios.Scheduling Generates weekly schedules using WFM system and short-term forecasts; analyzes available data and makes decisions about schedule modifications; determines the best time to schedule regularly scheduled and unique activities; responds to employee requests, making decisions that balance employee needs, business needs and compliance with laws and regulations; initiates and oversees the schedule bidding process, coordinating the structured vacation bidding process, and adjusting short-term PTO slots.Real-Time/Intraday Management Analyzes real-time data on call volume and service levels; decides when and how to adjust schedules; performs intraday assessment of resources and process schedule change requests; decides which schedule request changes to grant; assesses/advises on daily need for overtime to meet key performance indicators and decides how much overtime to grant when; optimizes resources to meet business objectives and overall quality control requirements. Data Research and Analysis Researches and analyzes data from multiple sources; compiles information and synthesizes to develop reports, metrics, and other analytics; provides ad hoc statistical analysis or reports on historical and forecasted CSR, ACD, and IVR data.Management Consulting and Reporting Provides information and productivity forecasts to management by observing customer call patterns; advises management on short-term staffing adjustments or reskilling resources to meet service level targets; contributes to schedule bidding, staffing decisions and strategic planning for WFM activities; partners with IT to resolve all WFM system issues. Supports senior specialist in collaborating with operational leadership. Process Improvement Proactively identifies risks, trends or data anomalies that indicate a need for process improvement and implementation. Education/Experience/CertificationsEducation Requires a bachelor’s degree in business, statistics, mathematics or other related field or equivalent experience.Experience Typically three to five years in customer service, workforce management or a related field. Experience in a contact center that includes forecasting and scheduling preferred. Competencies (Knowledge, Skills, Abilities)Functional CompetenciesWorking knowledge of contact center dynamics, methodologies and operationsIntermediate knowledge of workforce management principles and systems supporting customer service operations Intermediate knowledge of federal and state wage and hour lawsWorking knowledge of PGE policies and practices around WFM principlesWorking skills in retrieving and analyzing data, identifying trends and making recommendations Intermediate computer skills in using customer information systems, workforce management systems and Microsoft applicationsGeneral Competencies Intermediate analytical thinking skillsWorking conflict management skillsIntermediate customer focus skillsIntermediate interpersonal skills Intermediate organization and prioritization skillsIntermediate problem-solving skills Intermediate written and oral communication skills Physical and Cognitive DemandsCognitive LevelIntermediate: Consistent use of relevant principles to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exists.CognitiveAbility to adhere to set response times, deadlines and time-sensitive tasksAbility to follow accuracy standardsAbility to follow through on decision-making tasks Ability to interact effectively and collaboratively within a team environmentAbility to communicate and problem solve when under stress Ability to respond and adapt to frequent change Ability to accept and demonstrate self-awareness when provided constructive feedbackAbility to discern feedback and acknowledge ownership of areas of improvement Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks Ability to successfully collaborate with peers, managers and others within the organization Demonstrates sound memoryAbility to process new information to be applied consistently to work tasks Schedule/Attendance Ability to work long hoursAbility to work a variable scheduleAbility to report to work and perform work during periods of severe inclement weatherAbility to consistently meet attendance standards for regular, reliable, predictable, full-time attendanceAbility to work on-call schedulePhysical Capabilities☒   Computer use (use computer regularly for entire work shift)☒   Lifting/pushing/pulling (check appropriate weight): Up to 10 lb☒   Carrying (check appropriate weight): Up to 10 lbEnvironment - Indoor/Outdoor☒   Office environmentCompensation Range:$74,325.00 - $123,875.00Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range, the decision will be made on a case-by-case basis.PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click <a href="https://portlandgeneral.com/hrcs5511">here</a>.Join us today and power your potential!Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.PGE is an equal opportunity employer and is committed to fostering a workplace where employees feel connected, valued, and empowered to thrive. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Recruiter associated with the job posting. You may also make this request by contacting <a href="mailto:talentacquisition@pgn.com">talentacquisition@pgn.com</a> or by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. To be considered for this position, please complete the following employment application by the posting close date.  Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.

For generations, we&rsquo;ve been powering lives and we are committed to representing social, economic, and environmental progress. Energy is essential to everyday life and when disaster strikes, we&rsquo;re proud to spring into action to support our community. Whether it&rsquo;s powering our customers&rsquo; lives, fighting climate change, or responding in times of crisis, the stakes are high, but the work is incredibly rewarding. We&rsquo;re up for the challenge &ndash; are you? Not only are we dedicated to adapting to change, but we also create the positive progress we want to see in our communities. Our world and our industry are faced with new and exciting challenges driven by evolving technology, changing customer expectations and a shared desire for a cleaner energy future. Every day, we take new steps that get us closer to the energy transformation we want to see in Oregon. Why does this mission matter so much to the people who work at PGE? Because we live here, too.

Workforce Management Specialist

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.Workforce Management SpecialistJob FunctionWorkforce Management and Scheduling Performs forecasting, scheduling, and real-time management and optimization of resources. Key Job Information Workforce Management Specialist 6446Grade 6 Career Level: P2Intermediate Professional Requires expanded professional-level knowledge and experience in own area; incumbents continue to acquire higher-level knowledge and skills Expands on high-level knowledge of the company, processes and customers Solves a range of more complex problems Analyzes possible solutions using advanced knowledge and applying protocols Operates independently and receives only a moderate level of guidance and direction Key ResponsibilitiesForecasting Conducts in-depth research and analysis to and develop schedule forecasting; tracks and records in the workforce management (WFM) system customer contact center staff changes; predicts hiring and/or position allocation needs and makes decisions about scheduling, including responding to unusually complex unexpected situations; monitors current day performance against the forecast and decides mitigation, if needed; generates mid- to long-term staffing forecasts and produces ad hoc forecasting scenarios.Scheduling Generates weekly schedules using WFM system and short-term forecasts; analyzes available data and makes decisions about schedule modifications; determines the best time to schedule regularly scheduled and unique activities; responds to employee requests, making decisions that balance employee needs, business needs and compliance with laws and regulations; initiates and oversees the schedule bidding process, coordinating the structured vacation bidding process, and adjusting short-term PTO slots.Real-Time/Intraday Management Analyzes real-time data on call volume and service levels; decides when and how to adjust schedules; performs intraday assessment of resources and process schedule change requests; decides which schedule request changes to grant; assesses/advises on daily need for overtime to meet key performance indicators and decides how much overtime to grant when; optimizes resources to meet business objectives and overall quality control requirements.&nbsp;Data Research and Analysis Researches and analyzes data from multiple sources; compiles information and synthesizes to develop reports, metrics, and other analytics; provides ad hoc statistical analysis or reports on historical and forecasted CSR, ACD, and IVR data.Management Consulting and Reporting Provides information and productivity forecasts to management by observing customer call patterns; advises management on short-term staffing adjustments or reskilling resources to meet service level targets; contributes to schedule bidding, staffing decisions and strategic planning for WFM activities; partners with IT to resolve all WFM system issues. Supports senior specialist in collaborating with operational leadership.&nbsp;Process Improvement Proactively identifies risks, trends or data anomalies that indicate a need for process improvement and implementation. Education/Experience/CertificationsEducation Requires a bachelor’s degree in business, statistics, mathematics or other related field or equivalent experience.Experience Typically three to five years in customer service, workforce management or a related field. Experience in a contact center that includes forecasting and scheduling preferred. Competencies (Knowledge, Skills, Abilities)Functional CompetenciesWorking knowledge of contact center dynamics, methodologies and operationsIntermediate knowledge of workforce management principles and systems supporting customer service operations Intermediate knowledge of federal and state wage and hour lawsWorking knowledge of PGE policies and practices around WFM principlesWorking skills in retrieving and analyzing data, identifying trends and making recommendations Intermediate computer skills in using customer information systems, workforce management systems and Microsoft applicationsGeneral Competencies&nbsp;Intermediate analytical thinking skillsWorking conflict management skillsIntermediate customer focus skillsIntermediate interpersonal skills Intermediate organization and prioritization skillsIntermediate problem-solving skills Intermediate written and oral communication skills Physical and Cognitive DemandsCognitive LevelIntermediate: Consistent use of relevant principles to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exists.CognitiveAbility to adhere to set response times, deadlines and time-sensitive tasksAbility to follow accuracy standardsAbility to follow through on decision-making tasks&nbsp;Ability to interact effectively and collaboratively within a team environmentAbility to communicate and problem solve when under stress&nbsp;Ability to respond and adapt to frequent change&nbsp;Ability to accept and demonstrate self-awareness when provided constructive feedbackAbility to discern feedback and acknowledge ownership of areas of improvement&nbsp;Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks Ability to successfully collaborate with peers, managers and others within the organization Demonstrates sound memoryAbility to process new information to be applied consistently to work tasks Schedule/Attendance&nbsp;Ability to work long hoursAbility to work a variable scheduleAbility to report to work and perform work during periods of severe inclement weatherAbility to consistently meet attendance standards for regular, reliable, predictable, full-time attendanceAbility to work on-call schedulePhysical Capabilities☒&nbsp;&nbsp; Computer use (use computer regularly for entire work shift)☒&nbsp;&nbsp; Lifting/pushing/pulling (check appropriate weight): Up to 10&nbsp;lb☒&nbsp;&nbsp; Carrying (check appropriate weight): Up to 10&nbsp;lbEnvironment&nbsp;- Indoor/Outdoor☒&nbsp;&nbsp; Office environmentCompensation Range:$74,325.00 - $123,875.00Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range, the decision will be made on a case-by-case basis.PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click <a href="https://portlandgeneral.com/hrcs5511">here</a>.Join us today and power your potential!Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.PGE is an equal opportunity employer and is committed to fostering a workplace where employees feel connected, valued, and empowered to thrive. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Recruiter associated with the job posting. You may also make this request by contacting <a href="mailto:talentacquisition@pgn.com">talentacquisition@pgn.com</a>&nbsp;or by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process.&nbsp;To be considered for this position, please complete the following employment application by the posting close date. &nbsp;Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.

Workforce Management Specialist

About the Job

About the Company

Portland General Electric

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