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CenterPoint Energy

Workforce Management (Call Center) Manager - Military veterans preferred

CenterPoint Energy - Houston, TX

Summary: Responsible for managing the processes and technology associated with the Customer Services workforce planning function. This position will also manage the short-term and long-term operational workload forecasts and \u00bd hour staffing needs for both internal and outsourced Customer Service operations; in addition to managing longer-term workload forecasts and processes to be used for determining mid- to long-term staffing and infrastructure needs for the Customer Service operation. Essential Duties/Responsibilities:\u00b7 Responsible for managing the Customer Services call volume forecasts for internal and outsourced contact centers at a level of accuracy that will optimize service level and productivity. \u00b7 Interfaces and coordinates with various internal business and operational functions (i.e. Marketing, Revenue Management, Pricing, etc.) for the purpose of incorporating external factors into the Customer Service operational forecasts.\u00b7 Responsible for managing the \u00bd hour staffing requirements for all call center (both internal and outsourced) resources utilizing a combination of Genesys CTI, Baybridge forecasting models and Pipkins workforce planning tools/application in an effort to optimize service level and productivity.\u00b7 Responsible for managing the forecasting and planning process in compliance with outsourcing vendor contracts.\u00b7 Responsible for developing and managing an integrated mid- to long-term resource plan to ensure proactive planning and optimal utilization of resources including call center agents and support personnel, premise based technologies (e.g., workstations), voice and data networks, and other facility related needs (e.g., training infrastructure) based on forecasted workload, and service level and financial/utilization objectives.\u00b7 Responsible for the management of people, process and technology in regards to the Workforce Management (WFM) team.\u00b7 Responsible for forecasting and scheduling procedures and deliverables.\u00b7 Participation in Customer Service projects and initiatives.\u00b7 Responsible for telephony and workforce management technology architecture.\u00b7 Responsible for management, updates, and execution of call center Business Continuity Plans \u00b7 Responsible for the development and implementation of succession and knowledge transition plans for team. Education:Requires a bachelor\u2019s degree in business administration, information technology or other related business major from an accredited college or university. Preferred degree in Mathematics, Statistical Analysis,and Economics/Finance.Experience:Requires a minimum three (3) years experience managing people and minimum five (5) years Workforce Management experience in a large multi-site call center environment.Additional Knowledge, Skills, Licenses/Certifications, Abilities & Personal Characteristics (KSLAPs):\u00b7 Able to demonstrate and apply a thorough knowledge of WFM and Call Center operations \u00b7 Able to demonstrate excellent negotiation skills and consensus building. \u00b7 Able to work comfortably and communicate with all level of management and leadership.\u00b7 Able to manage a diverse range of projects simultaneously in a rapidly changing environment.\u00b7 Able to demonstrate and apply a thorough knowledge of call center workforce management and network routing technologies (i.e. ACDs, Aspect eWFM, etc.).\u00b7 Able to develop and/or utilize transaction-based econometric forecast models.\u00b7 Able to analyze performance trends and operational metrics in an effort to identify and articulate performance issues and improvement opportunities.\u00b7 Able to work with and communicate workforce management strategies with Customer Service operational leadership in an effort to drive performance towards common goals and objectives.\u00b7 Able to demonstrate and apply superior analytical, organizational, and time management skills.\u00b7 Able to achieve quality work under deadline pressure.\u00b7 Ability to learn and apply new knowledge and skills quickly.\u00b7 Able to adapt quickly to changing demands and to work effectively in a rapidly changing environment.\u00b7 Able to solve problems guided only by general organization objectives, policies, and goals.\u00b7 Able to develop people and drive performance.\u00b7 Able to drive improvements surrounding telephony and workforce management technologies.\u00b7 Able to demonstrate commitment to compliance with applicable laws and regulations, the Company\u2019s Ethics and Compliance Code of Conduct, and other Company policies and procedures and do so consistently, take all required training courses and do so timely \u00b7 Able to demonstrate respect for all individuals, adhere to the Company\u2019s values and business practices and do both consistentlyPhysical Requirements:\u00b7 Able to communicate orally in a clear manner. \u00b7 Able to operate a personal computer, either desktop or laptop and to operate office equipment, including telephone, photocopier, fax machine, scanner, etc. \u00b7 Able to view a personal computer monitor or laptop screen for extended periods of time. \u00b7 Able to exert up to 10 pounds of force occasionally, and/or a minimal amount of force frequently to lift, carry, push, pull, or otherwise move. Working Conditions: \u00b7 Able to work indoors, in an office environment, regardless of whether cubicle, open office or private office. \u00b7 Able to work in a fast paced environment with high daily pressure to meet deadlines.\u00b7 Able to work a varied schedule, including occasional overtime to complete projects and meet deadlines in response to changing demands. \u00b7 Able to travel occasionally and stay overnight as required. #LI-POST This contractor and subcontractor shall abide by the requirements of 41 CFR \u00a7\u00a7 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

4 days 19 hours ago

CenterPoint Energy


Workforce Management (Call Center) Manager - Military veterans preferred CenterPoint Energy - Houston, TX, United States


Location: Houston, TX

Company Profile:
Welcome to CenterPoint Energy. We're a company with more than 5 million metered customers and a long history of service. CenterPoint Energy is composed of an electric transmission and distribution utility serving the Houston metropolitan area, local natural gas distribution businesses in six states, a competitive natural gas sales and service business serving customers in the eastern half of the U.S., interstate pipeline operations with two natural gas pipelines in the mid-continent region, and a field services business with natural gas gathering operations, also in the mid-continent region. We're an established company with substantial assets that are managed by experienced people.