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PPL Corporation Workforce Mgmt Scheduler in Allentown, Pennsylvania


Internal Title:

Workforce Mgmt Scheduler

Primary Responsibilities:

  1. Develop daily, weekly, and monthly forecasts to Optimize 30-minute interval schedules to achieve service level.

  2. Work directly with contact center leadership to build schedules according to forecasted demand and SLAs.

  3. Provide CS Leadership team with analysis and weekly staffing recommendations to support volumes, productivity, and capacity needs within the contact center(s)

  4. Collaborate with WFM Real-Time Planner to monitor real time performance and adjust schedules and offline activities to optimize customer experience.

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

  6. Analyze trends and provide input on improving metrics including service levels, adherence, forecast versus actual variances and occupancy.

  7. Measure and incorporate appropriate schedule shrinkage and other real-life factors affecting staffing against forecast requirements.

  8. Work with our internal and external business partners, ensuring our contact centers operate efficiently while creating a foundation through resource planning that protects our business and promotes operational excellence.

  9. Identifies and mitigates service level risks through creative scheduling.

  10. Provide various scheduling analyses to accurately predict changes to headcount and staffing requirements, skills, and schedules based on quality, service level, and forecasted volumes.

  11. Ensure data integrity within WFM system to capture, store and report on historical statistics.

  12. Provide and create New Hire schedules to achieve service level goals.

  13. 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.

  14. 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 Scheduler will be responsible for providing and completing regular short-term scheduling responsibilities and provide schedule analysis and staffing recommendations to meet contact center goals. This position requires detailed, accurate, and timely completion of scheduling reports. Additionally, WFM Scheduler will assist in the maintenance of WFM data reports to ensure accuracy of historical statistics. The position must establish and maintain strong relationships across all business partners that will allow an effective working relationship with all levels of employees and management from multiple departments and multiple sites.

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. Bachelor's Degree or 1 year of Workforce Management experience using WFM software.

  2. 2-3 years of Excel experience with Intermediate knowledge of formula definitions

  3. Excellent interpersonal, public presentation, written and communication skills.

  4. 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. Strong foundation in mathematics and statistics

  2. Data analysis experience capturing and reporting historical statistics.

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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