Workforce Management (WFM) Planning Analyst

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you’re looking for.

Position Summary

Provide the key staffing and scheduling support to effectively operate the Customer Care contact centers. Develop and communicate short and mid-term workload forecasts (from one week to six months) and staffing plans to meet service level targets. Utilize analysis skills and workforce management software to forecast and track workload and create and maintain employee schedules to meet service level targets.

Essential Responsibilities

• Analyze historical trends to create and communicate monthly, daily and interval workload forecasts for all contact types to meet service level performance targets. Monitor and adjust for changes in workload trends by understanding and incorporating potential impacts to forecast (for example, business process changes, weather events, technology changes, etc.)

• Analyze historical trends to create and communicate monthly, daily and interval workload forecasts for all contact types to meet service level performance targets. Monitor and adjust for changes in workload trends by understanding and incorporating potential impacts to forecast (for example, business process changes, weather events, technology changes, etc.)

• Optimize schedules and staffing following schedule creation accounting for offline time, schedule adjustments, OT, PTO, mobilization, etc. Provide consulting expertise to ensure staffing best fits performance goals.

• Support the management of workforce planning activities, evaluate the effectiveness of these activities, and participate in performance improvement initiatives as necessary. This includes tracking of performance metrics such as forecast accuracy, service level, availability, schedule creation effectiveness, etc.

Minimum Requirements

• High School diploma, prefer a BS or BA degree with a strong preference for emphasis in mathematics or business-related fields (two years of experience may be substituted for each year of college).

• Ability to effectively communicate, strong ability to utilize Microsoft Office applications (i.e. Access, Excel and PowerPoint) 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.

• One year scheduling experience in a contact center environment, with specific focus on the use of workforce management software (i.e., Aspect, IEX, Verint WFM).

• Available for on-call outside of normal business hours due to storms and unexpected, prolonged spikes in call volume.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com.

Non-Bargaining

The anticipated starting base pay for this position is: $27.10 to $37.94 per hour

This position is eligible for the following benefits: Spot On Bonus, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Volunteer Paid Time Off (VPTO), Parental Leave

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

Deadline to Apply: 02/16/25

EEO is the Law | EEO is the Law Supplement | Pay Transparency Nondiscrimination | Equal Opportunity Policy (PDF) | Employee Rights (PDF)

ACCESSIBILITY STATEMENT
Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at recruiting@xcelenergy.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.