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PPL Corporation WFM Real-Time Planner in Allentown, Pennsylvania


Internal Title:

WFM Real-Time Planner

Primary Responsibilities:

  1. Runs and analyzes daily and weekly contact center performance reports.

  2. Ensures that all reports originating from the department are accurate and reliable.

  3. Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.

  4. Maintain accurate records of PTO requests including but not limited to daily attendance and tardiness.

  5. Attend weekly forecast meetings to review past week’s performance and make necessary adjustments to improve future performance.

  6. Optimize daily scheduling of off-phone activities to achieve service level and back office performance goals.

  7. Work with vendor support specialist to maximize operational effectiveness of outsourced operations.

  8. Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.

  9. Communicate effectively and professionally and build strong relationships with internal customers.

  10. Provide analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

  11. Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

  12. May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.

  13. The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Requisition ID:


Position Summary:

The WFM Real-Time Planner is responsible for real-time and intraday management of contact center resources. Responsibilities include identifying and responding to intervals which require remediation to optimize coverage and service level based on skill set and priority. This position will also provide daily and monthly analyses of call statistics and assist in making recommendations for improvements.

Candidate Qualifications:

Candidates must meet the basic qualifications and pass all required tests or assessments to receive consideration.In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility form upon hire.

Experience Level:

Entry Level

Recruiting Location:


Basic Qualifications:

  1. High School Diploma

  2. Computer literacy in Microsoft Office: Excel, Word, PowerPoint

  3. Strong organizational and interpersonal skills

  4. High energy level, enthusiastic, and eager to do what is necessary to be successful.

  5. Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.

  6. Ability to work independently with minimal supervision.

  7. Works well in a 24/7 environment with the ability to work irregular hours, nights, weekends and holidays, including off hour duties for escalations.

Equal Employment Opportunity:

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.

Regular or Temporary:


Preferred Qualifications:

  1. Bachelor’s Degree

  2. Three (3) years’ experience in Call Center workforce management

  3. Two (3) years’ experience using WFO scheduling software, preferable ASPECT.

  4. Experience in workforce forecasting and planning.

  5. Advanced Microsoft Excel skills

  6. Knowledge in Automatic Call Distribution (ACD) technology

  7. Report development and ability to present the information for sound business decision making.

Full-time or Part-time:


Corporate Summary:

As one of the largest investor-owned companies in the U.S. utility sector, PPL Corporation delivers on its promises to customers, investors, employees and the communities we serve. Our utilities - Western Power Distribution, Louisville Gas and Electric and Kentucky Utilities, and PPL Electric Utilities - provide an outstanding service experience for our customers, consistently ranking among the best in the United States and the United Kingdom. PPL has grown from a company with customers and facilities in one region of Pennsylvania to a diverse energy company with more than 10 million customers in the U.S. and the U.K. PPL provides energy for millions of customers while providing challenging and rewarding careers for thousands of employees around the U.S. and abroad.

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