Resource Planner

WEC Business Services LLC
United States, Wisconsin, Milwaukee
Jan 27, 2025
WBS, a subsidiary of WEC Energy Group, is seeking a Resource Planner in our Milwaukee, Wisconsin location. About Us WEC Energy Group is one of the nation's largest electric generation and distribution and natural gas delivery holding companies serving 4.7 million customers across the Midwest. We are committed to providing clean, reliable, and affordable energy in an environmentally sustainable manner. Customers are the heart of our business, and we work every day to help grow and support communities where we provide vital energy services. As a Fortune 500 company, we value and develop our employees who are making a difference in a mission that matters. We don't just offer a job; we provide fulfilling careers where safety and well-being are paramount. Join our team and experience first-hand our commitment to your success. We offer competitive pay and benefits to recognize your hard work and dedication. If you're talented, energetic and ready for a career with a future, we want you on our team. We are powered by a diverse and inclusive workforce fueled by the pride in what we do. If you're driven by the passion to change lives, this is the place for you. Job Summary Will primarily be responsible for planning, allocating and making decisions on the assignment of all Internal and External Customer Care Center staff resources (>400 individuals) in Customer Service. This includes: forecasting volumes and workloads; scheduling consultants across multiple care centers; analyze data and make recommendations/real-time decisions to improve the workforce allocation in order to optimize capacity and increase customer satisfaction. Job Responsibilities Manage allocation of staff/other resources Forecast call and email volumes to adequately staff care center operations. Create/modify work schedules that efficiently meet projected resource requirements and service level objectives, follow contractual scheduling requirements, address quality of life concerns, achieve budget objectives. Work with safety/training staff and work groups to develop training schedules that ensure critical training needs are met while achieving operational/service level objectives. Develop/administer vacation schedules that support vacation needs while ensuring that operational/service level objectives are not compromised. Work with Union Stewards on resource management questions/issues, solicit input on changes/implementation issues on resource management processes, resolve concerns at the lowest level. Forecast supplemental staffing needs e.g., seasonal employees. Real Time Resource Management Manage real time staffing and adherence that maximize all dedicated/supplemental resources. Make real time evaluations/projections of daily work load volumes. On a daily and continuous basis, update work load projections, and calibrate closely with all Care Center Team Leaders Work closely with Team Leaders on personnel issues related to performance. Provide supporting information, observations, and reports. Budget Support budget development through solicitation of inputs, projection of resource needs, presentation of budget requirements. On an as-needed and monthly basis, update budget status. Evaluate performance to budget requirements; identify differences to planned budget/potential causes. Develop/maintain reports Monthly performance reports. Performance Management reports. Other reports as determined. Personal Development Establish career plan with the Operations Manager that will enhance acumen of the Resource Planner consistent with industry trends. Actively pursue knowledge in the utility industry, ensure up-to-date best practices are learned. Minimum Experience Required 3 - 5 years experience with data analysis, resource allocation, planning/scheduling and budgeting or customer service experience within a call center environment Experience/advanced knowledge: Workforce Management software, MS Office, Share-point, IVR software Preferred Qualifications Bachelor's Degree preferred but not required End Date: 02/05/2025 Pay Range Minimum: $66,898.00 Pay Range Maximum: $115,399.18 The pay range reflects the minimum and maximum for the position at the time of posting and may be modified in the future. The starting salary/pay within the pay range will be based on several factors, as applicable, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, shift, travel requirements, collective bargaining agreements, and business and organizational needs. At WEC Energy Group, it is not typical for an individual to be hired at or near the top of the range for their role. WEC Energy Group benefits We reserve the right to modify the application deadline or discontinue accepting applications for any position if deemed necessary. Learn more at Careers WEC Energy Group and its subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected class. EEO/AA policies and statements