<p>About us</p> <p>Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!</p> <p>National Grid is hiring a Workforce Manager in Syracuse, NY</p> <p>This is a Hybrid Role - Must live within a commutable distance our Syracuse office.</p> <p>Job Purpose</p> <p>The Workforce Manager will be responsible for overseeing the workforce management operations of a call center supporting an electric and gas utility company. This role involves managing both internal and outsourced seats, ensuring optimal staffing levels, and maintaining high service levels. The Workforce Manager will work closely with various departments to forecast demand, schedule staff, and analyze performance metrics.</p> <p>Key Accountabilities</p> <ul> <li> <p>Forecasting & Planning:</p> </li><li> <p>Develop accurate short-term and long-term forecasts for call volumes and staffing requirements.</p> </li><li> <p>Create and maintain staffing models to ensure optimal coverage for 500 internal seats and 1000 outsourced seats.</p> </li><li> <p>Collaborate with the operations team to align workforce plans with business objectives</p> </li><li> <p>Scheduling:</p> </li><li> <p>Design and implement efficient scheduling processes to meet service level agreements (SLAs).</p> </li><li> <p>Manage shift schedules, breaks, and time-off requests to ensure adequate coverage.</p> </li><li> <p>Coordinate with outsourced vendors to align their schedules with internal operations.</p> </li><li> <p>Real-Time Management:</p> </li><li> <p>Monitor real-time call center performance and adjust staffing levels as needed.</p> </li><li> <p>Address any immediate staffing issues, such as unexpected absences or spikes in call volume.</p> </li><li> <p>Communicate with team leaders and supervisors to ensure smooth operations.</p> </li><li> <p>Performance Analysis:</p> </li><li> <p>Analyze call center metrics, including call volume, average handle time, and service levels.</p> </li><li> <p>Generate reports and provide insights to senior management on workforce performance.</p> </li><li> <p>Identify trends and areas for improvement, and implement corrective actions.</p> </li><li> <p>Vendor Management:</p> </li><li> <p>Maintain strong relationships with outsourced vendors to ensure they meet performance standards.</p> </li><li> <p>Conduct regular performance reviews and provide feedback to vendors.</p> </li><li> <p>Negotiate contracts and service level agreements with outsourced partners.</p> </li><li> <p>Team Leadership:</p> </li><li> <p>Lead and mentor a team of workforce analysts and coordinators.</p> </li><li> <p>Provide training and development opportunities to enhance team skills.</p> </li><li> <p>Foster a positive and collaborative work environment.</p> </li></ul> <p>Qualifications</p> <ul> <li>Minimum of 5 years of experience in workforce management within a call center environment. </li><li>Experience managing both internal and outsourced call center operations. </li><li>Proven track record of developing and implementing workforce management strategies. </li><li>Strong analytical and problem-solving skills. </li><li>Proficiency in workforce management software and tools (e.g., NICE, Verint). </li><li>Excellent communication and interpersonal skills. </li><li>Ability to work under pressure and manage multiple priorities. </li><li>Strong leadership and team management abilities. </li></ul> <p>More Information</p> <p>#LI-JF1</p> <p>#LI-HYBRID</p> <p>Salary</p> <p>$113,000 - $133,000 a year</p> <p>Salary commensurate with location and experience</p> <p>This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.</p> <p>National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. ?We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. ?National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.</p>