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Avangrid Analyst - Work Force Management (WFM) in Binghamton, New York

Analyst - Work Force Management (WFM)

Company: NY STATE ELECTRIC & GAS C

Location:

Binghamton, NY, US

Company

Company

Iberdrola is a global energy leader, the number one producer of wind power, and one of the world's biggest electricity utilities in terms of market capitalisation. The group supplies energy to almost 100 million people in dozens of countries including Spain, the United Kingdom (ScottishPower), the United States (AVANGRID), Brazil (Neoenergia), Mexico, Germany, Portugal, Italy and France, with a workforce of more than 35,000 people.

Iberdrola is leading the transition towards a sustainable energy model through its investments in renewable energy, smart grids, large-scale energy storage and digital transformation, to offer its customers the most advanced products and services. Thanks to its commitment to clean energy, Iberdrola is one of the companies with the lowest emissions and an international benchmark for its contribution to sustainability and the fight against climate change.

Responsibilities

Support core workforce management functions including staff planning, forecasting, scheduling, intraday management and reporting for insource and outsource operations. Provide process improvements to increase efficiencies within the WFM team and customer care organization.

Assist contact center supervisors/managers with achievement of service level and productivity goals. Manage the proper balance between service levels and labor efficiencies. Assist in on-going education and training of the contact center supervisor/managers on effective methods and tools for running efficient, high quality business units.

Real-time/intraday management: make recommendations for optimal intervals to perform non-phone activates. Support contact center reporting and data analysis initiatives.Monitor real-time and historical shrinkage and schedule adherence.Maintain and adjust agent schedules in WFM tool. Assist in identifying opportunities to improve agent efficiency and productivity. Assist in administration of WFM tools and technology.

Competency Requirements: It is preferred that for this job, the candidate fulfills the requirements in terms of levels indicated below.

  1. Delivering for the Business: Global view of the Business – Competent, Achieving Results and Continuous Improvements – Competent, Initiative – Advanced, Innovation & Creativity – Advanced.

  2. Global Relationships: Flexibility & Globalization – Competent, Customer Focus – Advanced, Communicating & Influencing – Advanced, Team Work – Advanced

  3. Managing People: Team Management – Initial, Developing Others – Initial

Skills and Requirements

Education & Experience Required:

• Associates Degree with a minimum of 2 years relevant experience preferred. HS Diploma with a minimum of 3 years relevant experience required.

• 1+ years direct experience in Customer Care Center volume forecasting and Workforce Management, preferably in a multi-channel, multi-vendor/site environment

• 1+ years direct experience using WFM software and scheduling tools.

• Demonstrated knowledge and understanding of contact center key performance indicators.

• Intermediate MS Excel (complex functions, pivot tables, macros, etc.)

• Established written and verbal skills, public speaking.

• Experience working in a union environment preferred.

Skills/Abilities:

• Able to work with minimal supervision in both structured and

unstructured work environment.

• Excellent verbal and written communication skills.

• Strong analytical, decision making and problem solving skills.

• Excellent organization skills.

• Able to work well within a team environment

Competencies

  • Develop Self & Others

  • Empower to grow

  • Collaborate and Share

  • Be a role model

  • Focus to achieve results

  • Be agile

  • Technical Skills

    Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables

AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link (https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or careers@avangrid.com

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